OAHU, HAWAII -- Let me start by saying I am a Minneapolis native, and though I've lived in San Diego for 20 years, I still do my best to support companies from my hometown. Unfortunately, time and again, Northwest has proven to be the most unfriendly, uncooperative company I have ever come across. We just had another experience that has finally broke this camel's back. My family and I ended up spending the night on a cold cement floor on the outside of the Oahu airport instead of getting on our flight which didn't leave for another 4 hours after we arrived at the airport. There was a complete blackout in Oahu and it caused some major chaos.
We had come on the last flight allowed in from Kauai. When we went to the "mainland terminal" to catch our flight to LAX the employees refused to allow us to get to the gate, because it was "closed" even though the flight could not go anywhere until the control tower had power again. When we finally got a supervisor, he literally threw a hissy fit, said "I've had a really stressful day. I can't take this. I'm outta here" and left. I doubt his stress included laying his head on a cement floor that night. As we lay there, cold, thirsty and tired, I could hear our flight take off at 3 am. NWA refused to help us in ANY way.
They would not try to get us an earlier flight the next day on any other airline--including Delta (the only flight from Oahu to LAX is at 11:10 pm) and they basically said, "go find a nice spot on the floor". I WILL NEVER USE NWA AGAIN. The employees are treated like crap, taking pay cut after pay cut while their CEO get multi-million dollar bonuses. It's no wonder they treat their customers like crap. I finally got some resolution, but from Hawaiian Airlines. They were absolutely phenomenal. We've decided that no matter the cost difference, the next time we fly to Hawaii, we are use Hawaiian Air.
I bought a ticket to Harrisburg, PA to see a doctor and never even made it to PA. My flights were delayed and cancelled to the point that I couldn't get to my appointment. Had to spend a night in Newark out of my own pocket. Now I have to fight NWA for a refund. I have enough medical expenses without NWA trying to steal $410 for not even getting me to the state of PA!
Addressing First Two comments: My initial flight was changed to a Continental flight arriving at Newark. Later delayed/cancelled flights were Continental. Flight home was NWA. Why is NWA using Continental? I paid NWA for the ticket. NWA has my money; they are responsible for giving it back. I did not choose Continental, NWA did. If one sleeps with rats expect a few bite marks. I was told my initial flight was delayed because of FA. Prove it! How can I tell I'm not being lied to? What a perfect excuse. There were no more connecting flights that night - nothing till the following morning (more delays and a cancellation).
The NWA folks at Newark gave me 800 number as a complaint number. The menu did not include anything about complaints. I was given a pay number but after about 30 times over the course of 2 days I never got through. My travel agent called several times and never got through.
I believe NWA's complaint number is a bogus number. Folks with problems aren't supposed to get through, they are supposed to get frustrated and give up. It's a scam. NWA's dirty laundry wouldn't be getting thrown across sites like this if they would answer complaint phones. This isn't the only place I'm spreading the word. Folks like me who are traveling to find answers to medical issues need to know that NWA is more than willing to screw over folks who are ill. I'm posting my story everywhere.
KALAMAZOO, MICHIGAN -- I'll start off by saying that I missed an important flight today. I arrived at the airport less than 2 minutes past the "allowed check in time" (this information was not anywhere on my ticket or information. I arrived at 7:32 for an 8 am flight). This was because my little boy had a seizure this morning and I was doing my best to get there. When I arrived at the airport, I stood at the Northwest Counter for 15 minutes waiting for someone to come and help me.
AFTER they loaded and sent my flight on its way, they came out and told me that since I was 2 minutes late, there was nothing that they could do. I called their customer line and was told by them that there wasn't anything that they could or would do for me. I finally got someone from customer service to acknowledge that the time that you need to check in by is a Northwest policy and not an FAA requirement. I was eventually booked on a later flight which caused me to miss a very important business meeting at my destination.
Bottom line is/was that NWA just doesn't care. When I tried to contact a customer service manager simply to express my disappointment, I was told that they do not accept phone calls. I completely understand why companies need to have policies and procedures, but Northwest is one of the worst organizations that I have ever dealt with for lack of customer compassion and assistance.
If I ever have a choice in airlines, I do not choose Northwest! Save the time, contacting the 800# doesn't really do anything besides add to your frustration. They are rude, unhelpful and just make things worse. Customer care (701-420-6282) was better. Best bet, fly a different airline. I have had excellent service on American, Delta, and United.
I have flown Northwest frequently over the past few years, and I have to say that overall, they've been quite good. Until recently, they were the cheapest airline on my Boston-Montana route, and I always found that they were dependable, had few delayed flights, the customer service was helpful and friendly, and my luggage always came back to me in one piece with nothing missing - no problems.
I'm a musician who always travels with a guitar, a laptop, and other music gear, in addition to loads of other luggage, and they were always as accommodating as could be expected and I was never charged for extra baggage, and I was never forced to check my guitar. My travels would often go so smoothly I'd actually look forward to them! Even when my last roundtrip of flights turned out to be a disaster, they were actually rather commendable in most respects. On my way out, one of my connection flights was cancelled due to a bad snowstorm, and given the circumstances, I decided it'd be best to return home and try again the next day.
They said that my luggage would follow me, but unfortunately it didn't. So I spent the next day waiting at home, checking the internet luggage tracking database and being told repeatedly that there was no new data on it (so a small point deduction there). Finally I called and was told that it had continued on its way to my destination, and finally knowing where it was, I rebooked a flight. They did not charge me extra to reschedule, which I really appreciated. I finally reached my destination the next day, only to find one of my bags still missing. However, it was delivered to my mother's house the next morning, so it was frustrating, but not too shabby.
On the way back, my first flight was horribly delayed, which from my observation was primarily due to some confusion and incompetence of the staff. When I got to my first stop, my next flight, which was the last for the day, had already left, and I was told that the delay was classified as "weather-related", and as such, I was entitled to no compensation for having to stay there overnight.
At least they automatically put me on the earliest flight the next morning, but their only help for the night was a voucher that would supposedly give me a discounted stay at a nearby hotel; that discounted hotel room turned out to be $85, and as a student-musician, I wasn't willing to pay that, and spent the night in the airport. In the end, I got home safely, with all of my luggage intact, and I never had to spend any extra money for all the flight changes. It wasn't any fun, but I suspect it could have been much worse.
INDIANAPOLIS, INDIANA -- On this date, June 1, 2008 our daughter, and son, 3 years old were to fly on Northwest at 8:15 this morning. We got up to go to airport at 4:00am and dropped them off for their flight, 1 hour before time as requested these days. When her father and I returned home at 8:30 to Richmond, IN. I received a phone call from our daughter that her flight had been cancelled and new flight not until 11:00 and a lay over in Minneapolis.
I am very upset with with #1 this is not what she paid for, #2 she is ill with MS, #3 she was traveling alone with a 3 year old toddler. This is not right!! Other flight should have been immediately scheduled for her with no lay over, she flies straight through because of her illness and traveling alone with a toddler. Flight was checked before leaving house, nothing was posted of cancelled. I feel and believe she should be compensated for this terrible inconvenience by Northwest and Expedia.
These travel flights, delays and cancels must stop, phone calls should be made to people so this does not happen. Our daughter and her health can't fly like this. She must be able to depend on her flights and what she pays for or fly with a more dependable company. Compensation to her needs to be acceptable or my next step will be to contact the media to your practices with people who are depending on you during these times and how their illnesses and travel with toddlers is not even considered.
Put yourselves in her position with an illness and a 3 year old toddler. She was to arrive home in Connecticut at 10:20 this am and now will not arrive home until 4:30pm. This is not RIGHT! Thank you, concerned mother and grandmother. Latest on this is when she got to Minneapolis she had 30 minutes to catch next flight at the other end of terminal with a 3 year old toddler or she had to wait for next flight at 6:30. This is totally unacceptable!!
PHOENIX, ARIZONA -- I had the unfortunate experience of being seated next to a young mother, who had not one but two infants in her seat/lap, a six-month-old and an 18-month-old. Or should I be more accurate by stating the 18-month-old was in my seat, my lap, one top of my head and all over my feet?
The flight attendants completely ignored any of the standard safety regulations. The woman next to me was never asked to place any of her three (3) very large bags under the seat in front of her or in the overhead bin. Those too, were knocked repeatedly against my shins and under and on top of my feet.
The woman next to me was never asked to secure either child with a seat belt during take-off or landing. In fact, I want you to have a clear picture of the landing which consisted of my husband seated in the window seat, myself in the middle seat and the young mother with BOTH children. As we prepared for landing, the mother, lifted the armrest between our seats, shoved her 18-month-old between her and myself. She held the six-month-old on her lap. All with her chair fully reclined, I might add, and with no seat belt around either child.
Yes, I am a mother. Of four. Yes, I have traveled many times with children. I understand ALL too well the many challenges associated with traveling with children. What I don't understand is NWA allowing two children in one passenger's lap. What I don't understand is the NWA flight attendant disregarding safety procedures during landing. What I don't understand is why the decrease in customer service is directly proportionate to the increase in ticket prices.
I'm tired of being treated and herded like cattle. The only thing missing from my NWA experience was a crate full of chickens and a crowing rooster. The passenger on SkyBlue who was asked to sit in the lav for most of his flight? On this flight, I would gladly have sat in the lav had that option been offered.
I am a very dissatisfied NWA customer as I traveled on Saturday 08 March, 2008. First, the person at check-in spoke a mistruth when saying the "cancelled" flight information from Detroit to Erie was due to a screen that was "broken". Having lived in western PA all my life, I am well aware of weather related issues. If the flight was cancelled the service agent could have rebooked at that time thus sidestepping the current issue. In Detroit, I then had to rebook because my flight was... cancelled. I was sent to Pittsburgh instead of Erie. My luggage did not arrive and I followed procedure & completed luggage forms- all on Saturday, 08 March.
It is now Tuesday, 11 March, 2008. After following your procedures and "tracking" luggage on line and otherwise, I finally contacted no less than 4 "customer service" agents. Each of the four agents offered different excuses including: luggage is in Erie, luggage is in Pittsburgh, luggage is in Detroit, and luggage never left IND until 09 March, and we don't know where it is at..... hmmm.
When asked about compensation for such mishap I was told there was none, until I got online to see I am indeed entitled to $50.00 for day one and $25.00 for each additional day up to $150.00. That is correct? Why was that not mentioned from any "customer service" rep, especially after letting them know I was less than pleased with service. So I finally, I make enough of a stink that I am finally connected to someone in Erie because no one can give me the phone number to person in Erie... He informs me that the luggage is there & has been for "oh a day or two" but he is not sure if the "delivery service" can drive it to the delivery address.
As a matter of fact the person in Erie suggest that my luggage may travel from Erie, to Detroit to Pittsburgh at which time it will be sent to Franklin. At this rate I will be heading back to Erie for my flight back to Detroit and IND. I have not had a good experience with NWA and look forward to hearing from someone (I was told it takes up to a week for you to reach me! Really??). I also look forward to sharing my experience with any and all who will listen. Respectfully submitted.
MEMPHIS, TENNESSEE -- My daughter is flying from Pittsburgh to Tallahassee. Her first leg was from Pittsburgh to Memphis. Memphis has weather problems. Because of this my daughter is having to stay overnight in Memphis, her second leg to Tallahassee was cancelled. So far this is just another sad travel story. Now it gets interesting. When I find out that she is stuck in Memphis I call Northwest to see if they are going to at least help her find a room. They say of course and because the delay in travel will be so long they will pay for the room and meals. We are concerned that she will be stuck in Memphis overnight and most of the tomorrow, but feel comforted because Northwest has told us that they will take car of her. Big huge lie. The taking care of her consisted of a Northwest employee spending twenty seconds with her,just long enough to give her a phone number for el cheapo hotel, which we would pay for. Thanks Northwest.
Now she goes down to baggage, and we find a hotel room for her. Funny thing there's a Hilton property just four miles off the airport. She can't find her bags so she goes to the baggage claim office. By now she and my wife who is here with me are way past hysterical and my blood pressure has gone up so high I am about to collapse in a pile of raw nerve endings. Now the baggage claim folks (friendly helpful folks that they are ) say that they can't give up her bag. So we call the Northwest lost luggage number. This person actually is helpful, and finally discovers that my daughters bags have been shipped to Tallahassee even though she is now going to Fort Walton beach. The get to the bottom of this part of the story the bloody fools had sent her bags on and kept her in the freezing cold (it is literally freezing and snowing) in Memphis TN. Of course the trip is not over yet, Northwest still has ample opportunity to show more evidence of gross incompetence, heartlessness, and utter stupidity. Is there any wonder these airlines are having such a time keeping afloat.
Northwest Airlines, you have earned my disrespect, and my enmity. I will work diligently to convince anyone who will listen to abandon you and never spend a one red cent on your travel services again.
Know that all you would have had to do was show a little human compassion and warmth to my daughter to earn my friendship and support. Why did you feel compelled to treat my child like another piece of luggage? Oh I forgot, if you had treated her like luggage you would have actually made sure that she got home tonight. Shame on you all for abusing a child.
This isn't quite recent but bear with me. A few years back I went cross-country on Northwest and this was the first time I've ever flew. Halfway across the flight, I asked for some coffee. The flight attendant glared at me and look at me like I was Garbage (I never did get any coffee)! Then I was struggling with my luggage, told me to get my act together! Is this the professional service they are supposed to show their customers!? I tried calling their so-called customer service, was put on hold for over an hour then hung up on!! The only way to get even is to tell people NEVER FLY NORTHWEST!!! I HOPE THEY GO OUT OF BUSINESS!!!
77 W WACKER DR, CHICAGO, IL 60601, MINNESOTA -- I have not flown Northwest Airlines for some time and I had the unfortunate experience flying back from Virginia Beach, VA to Chicago, IL. On this flight was a very quiet, well behaved little terrier dog and two (I think) very noisy cats that meowed all during the two hour and twenty-six minute flight. My daughter (an adult) asked for ear plugs and the airline steward said he had none. I asked him if, when traveling with pets, the animals were to be given a sedative to help them adjust to the flight and he said he didn't know (or did not care). These cats were two rows behind us and this was definitely the flight from HELL. Those cats were very disruptive to the flight.
After we arrived in Chicago, other passengers were complaining about the cats also. One man sitting next to me said he had traveled with his dog in the past and YES, they are to be given a sedative to relax and quiet down the animals. How can an airline allow one passenger to bring these cats on the flight and disrupt the whole flight for the other passengers? I will certainly try to not to travel this airline in the future. Very inconsiderate to the needs of others.