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Theft From Airplane
Posted by on
DETROIT, MICHIGAN -- I would like to take this opportunity to add to the growing list of dissatisfied customers who have had negative experiences with Northwest Airlines. I hope that eventually enough of us will complain and this organization will be forced to address their lack of business ethics.

Almost a year my husband and I flew on Northwest Airlines. I admit to having been uncomfortable about flying with this airline due to the recent strike but the time constraints on our trip made this our best option. Our flight to the wedding near Cleveland was great. We were returning from the event on a Sunday. After leaving the Cleveland airport we landed at Detroit. My husband and I were the last ones off the plane. As I passed the Gate directly in front of the deboarding tunnel I realized I had left my purse on the plane stowed under the seat in front of where I had been seated. I informed the attendant at the Gate who informed me that when the plane was checked the purse would be returned. She did not go to check the plane. Some time later I was informed the purse was not on the plane. I insisted I had left the purse stowed under the seat but the employees insinuated that I must have left it behind at the prior airport. We had another flight to catch so I filed a claim with the airport police and he gave me the phone number of lost and found in Detroit.

During the next few days I called lost and found at both airports, the luggage desks at both airports, the Gates at both airports and emailed to NWA reporting the loss. The purse had not turned up anywhere. By Wednesday I was sure that I had left the purse on the plane but I could not get through to anyone in authority to tell them what had happened. The people I talked to made the assumption that I had left the purse in the prior airport and that it would turn up there. The kicker came on Thursday when a package was delivered to my home from Detroit with an odd anonymous note and no return address. The only plausible explanation is that someone with access to the plane stole my purse. The purse was not left at the prior airport. My purse was on the plane in Detroit when it was stolen. Between the time I departed the plane and when the plane was checked an employee stole my purse.

I have faxed, emailed, attempted to telephone this company and I have received responses which indicate that the airline will take no responsibility for the theft. I am certain this is what the thief was depending on. Northwest Airline cannot admit to even the possibility of a theft because that would open up a Pandora’s Box. It is very disconcerting that it was this simple to commit a crime on a passenger. I can’t help but wonder how easy it might be to get something on the plane. It is unbelievable that at the very least this organization would not initiate some type of legitimate investigation. I am sure that the brazenness of this theft will only embolden this employee. There are no safeguards for the passenger on this airline. Beware!
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bigboxworker on 08/12/2008:
Your allegations are very serious, and you have absolutely no proof to back it up. A passenger sitting behind you could have very well stolen your purse, or you may of left it at the airport. Whether your purse was lost at the airport, or whether it was stolen by a Northwest Employee or a fellow passenger, why should the airline be responsible? Please name one airline that will take responsibility for lost or stolen items that are carried on (not checked in)to an aircraft?
spiderman2 on 08/12/2008:
You admittedly did not keep track of your purse otherwise you would have not gotten off the airplane without it. Anyone on that plane could have picked up your purse and sent you the mysterious package which you think proves an airline employee stole it. When I travel, I keep my purse by my side because I don't want someone to take it. It is very possible that someone took your purse during the course of the flight.
jktshff1 on 08/12/2008:
Yup, what they said.
madconsumer on 08/12/2008:
"The kicker came on Thursday when a package was delivered to my home from Detroit with an odd anonymous note and no return address."

so what was in the box? what did the note say? was anything missing? details will help clear up if the shippment was from the thief or airport security.

if your handbag was stolen from walmart, would you complain about wlamrt allowing a thief to shop or be employeed there?
familytravel on 08/12/2008:
I got really confused when you said, "The kicker came on Thursday when a package was delivered to my home from Detroit with an odd anonymous note and no return address." OKAY....So what did the note say? Was anything stolen from the purse? Was anything damaged? Details! Also, are you 100% sure you were the last passenger on the plane?
Nohandle on 08/12/2008:
I'm on the edge of my seat. What was in package that was delivered to your home in Detroit and what was written on the odd anonymous note?
Anonymous on 08/12/2008:
I agree with the first comment made about the theft. You have no idea who stole your purse, yet you are blaming the airline? I realize it could have been one of the employees, but you do not know. If only they had security cameras....Or, if only you had taken responsibility for your belongings and kept it by your side instead of under your seat. I have never been on an airplane, so I do not know if there are bins under there or not. Even so, it was your responsibility to keep up with YOUR stuff.
CrazyRedHead on 08/14/2008:
Keep your purse in the seat with you. Anyone could have taken it from under your seat, since you were not watching it.
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Elite Status Request
Posted by on
TOELDO, OHIO -- I have been traveling Northwest Airlines almost exclusively for 8 years. I have earned elite status in almost every year, 1 year traveling enough to earn platinum status. By all definitions, I have been a loyal customer. For two years (2005 and 2006), I had a job that did not require me to travel often. I travelled approximately 12,000 to 14,000 miles in those years. In April of 2007, my job changed and I logged 46,500 miles on Northwest from the last week in March until the end of December. In order to be considered for gold elite status, you must travel 50,000 miles in a calendar year.

Because the airline recognized my history by awarding silver elite status in the years I travelled infrequently, I didn't think I would have any problem making a case for gold status in 2008. After all, in 9 months, I travelled at a level that was very consistent with a gold traveler.

I made my request, mentioned the two trips that I have already purchased tickets for in January, and informed Northwest that these two trips would put me in excess of 50,000 miles in a 10 month time frame.

To their credit, Northwest responded quickly. The first response informed me about an exciting opportunity to earn gold status by flying 5 round trips in certain fare classes in the first 90 days of 2008. Of course that would be great if I ever flew in those fare classes. When I responded that would not help me and that my company would not be willing to pay more for a ticket so I could have a particular fare class, I got a "we make no exceptions" response. I was told that the only way to earn gold elite status is to fly the right number of miles in a CALENDAR year, not just in a 12 month timeframe. This seems crazy to me and their "no exceptions" response is insulting. I know they must get many requests and I wouldn't expect them to grant all of them. I certainly didn't expect (or request) the silver status they gave me in the years I didn't travel much.

My final response to them has been sent. In that response I pointed out that they were willing to make exceptions when I didn't travel often and didn't request it but wouldn't consider a request when I was actually giving them a lot of business. That seems backwards to me. I also have made two offers to discuss this and my other concerns about Northwest customer service with anyone who is interested. I included my phone number each time.

After the last response from Northwest, I contacted another airline that flies the routes that I travel most frequently. If they are willing to grant me status in their frequent traveler program, I will be switching my business.

My husband is also a gold level traveler (was platinum last year) and he is also considering making a switch based on Northwest customer service.

Northwest has disappointed me for some time with the level of service they provide in flight and the nickel and dime approach to amenities. When I have had to travel other airlines this year, I have been impressed by how much better the service is. If Northwest doesn't reconsider, I have very little reason to stay.

I am amazed by how little the airlines seem to care about their customers. Clearly the airlines that have figured this out (Southwest, JetBlue) are the only ones doing well. Why are the large carriers having such a hard time understanding such simple concepts. This is EASY stuff to fix and they just seem unwilling to address a growing problem.
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jktshff1 on 01/08/2008:
what part of rules are rules and company policy don't you understand?
chris513 on 01/08/2008:
kind of have to agree w/ jk...unfortunately, you did not fly enough to earn the status that you want. the airline was nice enough to make an offer to you. ..not really much more you can do. hopefully things work out for you.
jktshff1 on 01/08/2008:
why thanks cris
Anonymous on 01/08/2008:
I got to go with chris on this but I will say NorthWest does suck anyway.
HKong on 01/09/2008:
Another case of someone who thinks they should be an exception to the rules.
Principissa on 01/09/2008:
I understand your frustration, but if they make an exception for you, they have to make an exception for everyone else after you. Unfortunately they will not change their policy for one person.
JEC on 01/09/2008:
I don't disagree with any of you that I am asking to be an exception to a rule. I guess at the end of the day, my point is not that I am more special than someone else with a similar situation, but that the airlines are so focused on rules and policies that they have stopped making decisions that have anything to do with service.
Principissa on 01/09/2008:
Yea but it's like that anywhere you go. This is like saying you should be able to return an item without a receipt because someone/you paid good money for it. It's not the case. The point is that if they do it for you, they have to do it for everyone else. What about those people who earned it outright by following the rules? That would be a slap in the face to them. You make yourself come off sounding like you are better than the rest of us "little people" and that because you are better than us, you deserve special treatment. They are not going to do this for you or anyone else. This has nothing to do with service, they made you what I consider a fair offer, but you are unwilling to take it. So they did try to provide you with good service, you just didn't want any part of it.
GothicSmurf on 01/09/2008:
To quote myself: Build a bridge and get over it.
JEC on 01/09/2008:
I think GothicSmurf has offered me the most helpful advice, and that is clearly what I am going to have to do. :)

Principissa, I apologize for coming off like I think I am better than anyone. That is not what I think (far from it) and not how I want anyone to feel. So I guess I need to reconsider with that in mind. I'm no different than the many people who need a lesson in humility from time to time. Thanks. :)

To throw out one final frustration is that the airlines are stuck in the calendar year policy. I am sure a rolling 12 month policy would make a lot more sense for many travelers who are in a transition to situations in which they have to travel more frequently. Those changes rarely happen in January. I think there would be a lot of frequent travelers who would be happier with that consideration. are all right -- the policy is the policy. This alone will not be what makes me change my loyalty. I have been saying for some time that NWA service is inferior to other airlines but the status I held was an incentive to stay. That carrot isn't impressing me nearly as much anymore, so the other issues are becoming a bigger factor. Because my base city is a NWA hub, its probably not going to be that easy to leave, which is the situation many travelers face and probably the primary reason that the airlines don't do as much to put passengers first (pay for exit rows, pay for pretzels, no more pillows, disgruntled service staff...all the little things that make a difference).

In the meantime, I guess I better start building that bridge. :)
jktshff1 on 01/09/2008:
Thanks for coming back and posting
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Posted by on
Rating: 1/51
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 !!!!
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Northwest Is the Very Worst
Posted by on
Rating: 1/51
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 proffessional 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!!!
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Ben There on 05/29/2012:
The Northwest Airlines brand has been gone for over 2 years as they merged with Delta in early 2010. No one will every fly with Northwest Airlines again.
trmn8r on 05/29/2012:
The Northwest name was retired permanently in January of 2010.

Maybe you ran into some employees who were miserable because they were going to lose their jobs, or something else.
ww48 on 05/29/2012:
If Northwest is out of business, the why are their ads still on the web pages?
ww48 on 05/29/2012:
With all due respect, if they were miserable because they were losing their jobs or something else, does that give them the right to treat people like garbage!? If it's true I wonder why the airline went out of business? Being rude to people doesn't help your businss.
Ben There on 05/29/2012:
Most of their employees did not lose their jobs... they just work for Delta. All the old NW planes, airports, and routes are still there, just with a Delta logo on them now.

As for Northwest ads for webpages, I have not seen any in a long time.
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Spend your hard earned money on an airline that actually deserves your business
Posted by on
I thought I got a great deal on my flight from LAX to ICN (South Korea) on Northwest, a part of Delta Airlines. Little did I know, the service quality was going to be so horrible. If you're in economy, forget about asking for anything beyond what they give you. More than half the flight attendants were rude and don't realize that the money we pay for our plane tickets helps pay their salaries. They should reconsider their profession in customer service.. they're doing a bad job representing Northwest/Delta. We were on flight 302 from Tokyo to LAX.. there was an older Japanese female flight attendant with bleached blond hair with more attitude than I've seen in all flight attendants put together.. although she was friendly towards and joking around with the males on the staff. The worst one of them all was a young Asian male with long spiky hair. The only pleasant flight attendant was a nice, elderly American gentleman who had trouble hearing.
We pressed the FA button to ask for some water b/c we were sitting next to an aisle sitter who had fallen asleep and we didn't want to disturb him by getting up and asking for water, the rude Japanese flight attendant came and gave us water with some attitude on the side. While my bf was waiting for the bathroom, he saw the water pitcher on the cart and poured some into his cup. The young Asian male FA immediately stopped him and told him that was only for business class passengers and that we needed to ask for water. Maybe if asking for something was met with a little less attitude, we would want to talk to the FA's. When did water become for business class passengers only? With all the recent and upcoming layoffs, I'm thinking Northwest/Delta needs to reconsider employing people who make their company look bad. I know we will never fly Northwest/Delta again, and we will make sure we tell others about our recent, horrible experiences.
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waterbury01 on 01/20/2010:
Yo40, welcome to the wonderful world of DELTA. I would write to the customer care desk at Delta with the names and actions of these people. They probably won't get fired but they may get reprimanded, which may change their attitudes on future flights.
Anonymous on 01/20/2010:
Sorry waterbury...NW f/a's have had attitude problems long before DL came around. NWA international flights are a high seniority cabin crew, normally. Other than an interpreter, most of the f/a's are just putting in their time waiting to retire. Now the NRT/ICN and really all interport flights within Asia are generally Asian based (usually the country you're flying to) f/a's and the service is top notch.

Sorry for your bad experience but use of names is not necessary, in fact, not allowed here. Hopefully it'll be snipped.
shameonyou on 01/20/2010:
The first part of your review just makes you sound like a demanding passenger with unreasonable expectations. The money that you pay Delta that pays the attendants' salary comes back to pay your salary when they frequent where you work, or pay taxes if you're a public servant. Saying something like that is going to ensure your letter is filed in the recycle bin after the reader finishes the first paragraph.

That being said, being given attitude over water is unacceptable. There are a lot of websites that give advice on how to write an effective complaint letter. I'd suggest you peruse those before sending anything in.
waterbury01 on 01/20/2010:
See that is what I was basising my experience with NW on. Flew from NRT to MNL using NW all the time and never had a problem.
PepperElf on 01/20/2010:
ignoring all of the comments about them being "rude" without clarification, it seems to boil down to the fact that the man you were traveling with helped himself to their cart

Personally you might not see any issue with this but I do.
Passengers should NOT be helping themselves to the cart - especially to the water pitcher

1) They don't know where his hands have been and there are sanitation rules for handing food
2) He could have also slipped in some poison

granted I'm sure he didn't slip in poison but in this day and age you really have to think about what you do on an airline because something as "innocent" as taking the water pitcher on the cart could end up being the next plot.

but yes like the rest of the coach passengers you don't have free rein over the cart
this is nothing new
shameonyou on 01/20/2010:
Pepper, I must respectfully disagree. If it's a health or security risk, then the FA should have replied with something along those lines - not that the water was for business class passengers.

It's not like he was helping himself to the premium snacks or meals. I doubt business class has special water, especially if that water is in a pitcher and not a bottle.
Anonymous on 01/20/2010:
All drinking water on flights comes from a bottle. The potable water (water fromt the tap) is used only for rinsing and washing hands. I wouldn't drink that if you paid me.
PepperElf on 01/20/2010:
he still shouldn't be helping himself to the cart. I have NEVER seen ANY passenger just help himself to the cart for anything.
perhaps that's something to keep in mind

and just because it's not something the flight attendant mentioned it's still something to consider

plus, they filled up the water in order to make rounds for business class - most likely they want to have enough that they don't need to take multiple trips.

but if the coach people just start helping themselves to anything they want, that won't happen
shameonyou on 01/20/2010:
Judge - I didn't know that. I was wondering if it really came from the tap. That explains the attitude. Maybe he was helping himself to the Evian when he was destined for the Aquafina.

Pepper - I'm not saying he wasn't being rude or inconsiderate by just going up to the cart. I still think that the flight attendant did a piss-poor job if all he said is that the water was for business class. Whatever his concerns were, he could have respectfully communicated them without making a coach passenger feel less than. They didn't pay as much, but they did pay something, and now Delta has lost a customer because they were offended. I'm not trying to be argumentative though. Like I said, the overall tone of the post reads like a self-centered person with unreasonable demands.
PepperElf on 01/20/2010:
what else are they supposed to tell the passenger "keep your hands off the cart"?
I somehow suspect that no matter what was said the passenger would have been offended

that passenger paid the same amount as every other passenger in coach
that price tag doesn't include the right to just grab whatever you want from the cart.

as I said before, all the other coach passengers don't have trouble with that. why is he suddenly special?

and yes the tap water is undrinkable on the plane. in the bathroom the signs do specify this
shameonyou on 01/20/2010:
Pepper = I have no desire to argue. I think we agree that the OP would have been offended no matter how the FA phrased himself. The fact is neither one of us know exactly what happened, and my assertion that the FA could have been more tactful is just like your belief he did his job properly: opinion. I guess I'm giving more credence to the recounting of the situation than you are, and again, given the very first paragraph, I understand your skepticism.
PepperElf on 01/20/2010:
very true. the statement of everyone being rude is very vague, so there's no way to tell what they were really like
Anonymous on 01/20/2010:
Lots of references to race... Unclear to me what race or appearance has to do with it but to correct your presumption on one point. "Ma" is a common Chinese surname not Japanese.
In the era of buy on board and cash purchased alcohol no flight attendant wants anyone touching their cart. The cart and contents are the f/a's responsibility.
A typical coach passenger contributes little to the bottom line on a NRT bound flight... about 80% comes from cargo in the belly and the passengers with the cool amenity kits. Thanks to low cost carriers, Y class air travel has been dragged down to a cheap commodity.
On water: individual bottled stuff up front, bulk in a party cup in the back.

Anonymous on 01/20/2010:
If I saw a passenger touch things on cart off of which I was to be served, I would have been angry. I think it was very presumptuous of him to do so and I'm glad the attendant said something about it. About "the money we pay for our plane tickets pays their salaries" type of comments: Unless the OP is signing the paycheck, the attendant doesn't personally work for him. Yes, ticket sales play into that, but that mentality reeks with the "you work for me so I can say and do what I want" crap, aka, sense of entitlement. What ever happened to, "May I please have some water?" and then waiting to be served? I just shake my head.
Yo40 on 01/21/2010:
I like this website b/c it allows you to see things from another person's perspective. Yes, I agree when you say that his hands may have been dirty; therefore, there are health code violations against guests helping themselves. I totally understand this and am very glad that it's in place; however, that wasn't the message that was conveyed to us. Had that been the case, we would have apologized and never done it again. There's a way to communicate things to guests/customers and people who know how should be in the customer service industry.
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Impossible to contact via phone
Posted by on
Just wanted to share my displeasure with NWA. We are flying out of town today, my wife, our daughter (under 2 years old) and myself. We have 3 seats reserved since we wanted our daughter to have more room for the long flight.

Long story short, I wanted to make sure we had 3 seats together. Logged on to and tried to reserve the seats last night. It showed a few groups of 3 seats available at the time.

It would not let me. It kept assigning us random seats all over the plane. So I decide to call NWA and see what was going on. I can't talk to anyone. They were experiencing high call volume and told me to try again later. Fine. It was the evening so I thought I would try this morning.

So this morning comes, I log in to the website. All the seats are now gone. I can't change them. My 15 month old daughter is now seated alone in the back of the plane. Nice. They know she is under 2 since we had to specify it at the time of reservations.

Anyway, back to my complaint. I try to call NWA again. This time I get through and get their automated response system. It takes me through a series of hoops where it makes me talk to the computer, and the computer tries very hard to understand me by repeating it back 5 times. Each time it messes something else up and starts all over. Finally the computer gets my information correct, and then tells me they are having system problems and they will connect me to an operator. Great! That is all I wanted to begin with.

A few seconds go by, I get a message that they are experiencing high volume of calls and cannot take my call at this time. It hangs up on me.

I spent 20 minutes battling the automated system for them to tell me they can't help me. Nice.

Hopefully we can get at least two seats together when we check in at the airport. Otherwise I'm going to leave a bottle with the flight attendant and tell her good luck. ;-)
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BEJ on 12/22/2009:
Ask your fellow passengers and I am certain someone will change to allow all of you to sit together.
Ben There on 12/22/2009:
Most airlines have extremely long hold times because so many flights were cancelled because of the recent storms, and this is one of the busiest travel weeks of the year.

As for the seats, Northwest allows you to assign seats months in advance. Why did you wait till now? Lots of people are traveling in groups this week.
Anonymous on 12/22/2009:
Delta airlines receives over 500k web visits alone everyday so you can imagine how many phone inquiries there are. Ops are still not back to restored so I'm not surprised they are hard to get a hold of.
Sparticus on 12/22/2009:
Yeah we figured we could swap seats once we get on the plane. Most folks probably don't want to sit next to a toddler with no parent. ;-)

We did make this reservation in August. We had to call and give our daughters info since she was so young. Didn't think it was possible they would separate an infant from the parents. I had tried last week to check the seats. The flight was not taking seat reservations yet. Too early. So I remembered to check last night.

But I'm fine with all that. What annoyed me was how their phone system wastes your time trying to collect all this information repeating it over and over and then it just hangs up and says try again later. At least let me wait in a queue. Don't just hang up on me. Or tell me up front before wasting 20 minutes of my life in your crappy voice recognition system. I felt like they were keeping me on the line simply to be a test candidate for their buggy system.
Anonymous on 12/22/2009:
I wish airlines would handle high volumes of calls the way T-mobile and Time Warner handles them. You get a recording saying long wait times and offering to call you back when it is your turn. You don't lose your place in line; their system just automatically calls you as though you had stayed n hold that entire time.

I also agree seating is down right silly, especially when they KNOW you are traveling with toddler. their system should be smart enough to find at least two seats together automatically.
Anonymous on 12/22/2009:
I have friends who work for US Airways and they are making the employees work mandatory overtime. My friend worked 16 hours the other day. At one point, she said the calls on hold reached 1,000. SO, it's a busy time of year with the holidays and the weather. Just got to be patient with all the airlines. They are doing the best they can
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Northwest Airlines Botches Unaccompanied Minor Travel
Posted by on
My six year old son flew for the first time as an unaccompanied minor on Northwest Flight 1549 from Minneapolis to JFK. I was repeatedly assured by NW employees on the phone and at the Minneapolis airport that my son\'s mother would be allowed and expected to meet him at his gate at JFK. She arrived an hour before the flight with her ID and was told to wait in a specified room and our son would be brought to her. When she informed the NW employees that she was assured that she would be able to meet him at the gate she was sent to see no fewer than five other employees. When she was finally allowed to go to his gate she was told that my son had been placed on a bus and was being taken to a waiting area at another terminal. He had been assured that his mother would meet him. He was finally brought to her half an hour after his flight had landed. He was, thankfully, fine, resilient lad that he is, but his mother was understandably upset by the events as was I. After I contacted NW Customer Support at a non-800 number and waited nearly fifteen minutes for an agent, I received an apology and the offer of a hundred dollar flight voucher for a future flight. I explained to the agent Nick, that I was interested in neither. What I wanted was for him to take down my complaint and to have someone research the situation and get back to me with an explanation of what happened and why. He informed me that my complaint was being duly noted and would be passed along to the relevant people so that this would not happen again. I responded that my confidence level in NW assurances was not high and wanted someone to get back to me. He said that was not possible but that I could file my complaint on-line and someone would get back to me. Surely, it was not impossible for me to receive the service for which I asked, simply inconvenient for him and /or NW. They prefer me to e-mail. I preferred, after their botching the treatment of my son the unaccompanied six year old minor, to speak to a live person and then receive a response, which could have been via e-mail, expalining the how and why of what happened and what steps were being taken to rectify the situation. I didn't want a hollow apology nor a flight voucher from an airline so unwilling to address my request after their screw up.
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Anonymous on 08/11/2009:
Gate agents deal with hundreds of people each day at the airport. To expect a play-by-play of what happened during the short time that your son was there is impossible.
Ben There on 08/11/2009:
I personally would have allowed a lot more time to get to the gate at JFK if being at the gate was so important. Northwest/Delta take up several terminals at JFK, and it is one of the most hectic airports in the country due to the masses of people that pass through it at any given hour. You have to stand in line with people checking in to get a security pass, clear security just like a passenger, walk to the gate and check in with the agent so they know you are there. An extra 30 minutes or an hour allows one to clear all those hurdles and resolve any issues. Use your voucher and remember this in the future.
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Northwest is no longer my carrier
Posted by on
I had flown with Northwest for many years while in the military, and then after. I swore by them, and would always tell anyone to fly with Northwest. I would not ever again. We went from Oregon Wisconsin to Memphis, with our final destination being Montego Bay, Jamaica. Our flight in Memphis sceduled to leave at 10 A.M. was cancelled due to crew. 200 and some odd people all going on vacation. honeymoons, or in the case of my brother-in-law going there to get maaired. There were 13 of us on that flight who had planned this trip for over a year. NWA cancelled the flight for crew that day in Memphis. Oh yes, they put us all in hotels as there were no other crews or airlines available. Yes, they gave us a meal voucher that would not cover anything, much less make up for the all inclusive resort we were to have been staying at. They made the bride and grrom be forced to be married in Memphis in a makeshift ceremony due to them not being in Jamaica for 48 hours prior to their wedding. Beyond all of that, they really ruined a vacation for my wife and I, basically ruining 2 days of our vacation, and all we got for it was an extremely rude manager at Memphis, no seat assignments on an overbooked US Airways flight(Kudos to US Airways for making it right and doing EVERYTHING they could to get us there), and a very polite "Go pile sand" letter from the complaint department. I am in the most polite tone going to say and spread the word just as much as I used to when I would say go FLy NWA. Well now I am saying I will never fly them again, nor would I ever recommend them. I will also NEVER fly Delta as they are now partnered. What a shame that a company can treat it's customers this way and not even care. In this time when the economy is the way it is, I find it shocking that an airline would act in this manner.
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Anonymous on 07/13/2009:
My favorite NW experience was the day I watched them unloading baggage in Detroit, by heaving out the side door of the aircraft, onto the runway. When I pointed it out to the gate agent, the little snot told me it was because the plane was a 747, and they don't make baggage ramps for them. (seriously, he really said that)
Anonymous on 07/13/2009:
"Go pile sand" ? So that's what I was doing wrong, I thought it was "go pound sand".

Anonymous on 07/13/2009:
Northwest no longer exists. They are Delta now
Eloise on 07/13/2009:
'maaired' This must be a new ceremony. I've never heard of it.
Ponie on 07/13/2009:
Eloise, that's what it's called in Jamaica. Seriously. :)
Eloise on 07/13/2009:
I thought maybe that was how they pronounced it in the 'Princess Bride'. ;)
Ben There on 07/13/2009:
All airlines cancel flights... If arriving by a certain time is critical, you should really pick an airline that has lots of flights to your destination in case something happens to your original flight. For example, American has lots more flights to Jamaica than Northwest, but NWA has lots more to Asia.
Anonymous on 07/13/2009:
"....200 and some odd people all going on vacation.." Nit picking but the aircraft only holds a max of 148.
Eloise on 07/14/2009:
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They Are Crooks!
Posted by on
SAN FRANCISCO, CALIFORNIA -- Okay so tell me why we all 9 family members booked tickets to visit D.C. to go to my uncle's wedding on Friday & today is now Thursday and our flight WAS for Wednesday. We missed it & thought it was midnight Wed. but it was mid night Tue. which confused us (ESPECIALLY MY PARENTS & RELATIVES WHO BARELY SPEAK ENGLISH) & the associates said that they'd be confused to...but when we called customer service... We go trying to get another flight they tell me that NO we have not missed it, they tell my sister we have and they tell her we need to pay $7,000 dollars first then they tell her we need to, and then after 30 min of being on the phone he changes his mind and says oh the prices were just raised to $11,000 DOLLARS from SFO to DCA...WOW ARE YOU FREAKING SERIOUS??? So then they go no its $150 per person plus $30.00 which is still too much but when we said OK then he jumped up to $8,000...AT this point we are PISSED & now we can't find a cheap flight to fly out today noon so we can get there in time for the pre-wedding dinner && the wedding the next day =[ Not to mention everyone is MAD at me for booking it with theses CROOKS...they do this to SCAM MONEY!!! I RECOMMEND EVERYONE TO NEVER EVER USE NORTHWEST AS THEIR AIRLINES!!!

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Soaring Consumer on 04/09/2009:
Did your ticket say "Midnight on April 7 or Midnight on April 8"?
Anonymous on 04/09/2009:
NW Flight 362 departs SFO at 12:30am. Therefore 12:30am would have been Tuesday, not Wednesday. I got the flight info from an online travel service as the schedule page at Northwest Air freezes my PC.
Anonymous on 04/09/2009:
Attempting to find exactly which flight you're talking about, I'm guessing it was NW362 which shows it departs at 1230am.

Somewhat confusing but not all that much. The date printed on your information is obviously the key. I don't mean to treat you like a child but you really have to double check the info to make sure you get the flights you wanted. If you wanted to be thereby Friday, you should have made the tickets for Thursday the 9th (Wed night if that makes it easier)but sounds like you made them for Wed the 8th (Tuesday night)
Anonymous on 04/09/2009:
Transportation = 24 hr clock a.k.a. military time, railway time, astronomical time.

It isn't going to say "midnight" or "lunch time" on your ticket don't go there SC.
Anonymous on 04/09/2009:
If the buses, trains and airlines in the US used a 24-hour clock, like most of the world does, such confusion wouldn't happen.

I finally got a look at the scheduling from NW. Flight 362 is clearly indicated departing Tuesday 12:30am.
Anonymous on 04/09/2009:
Yes PB...not all that complicated IMO but I've seen it happen a lot.

We used to have a flight to SYD from HNL long ago and it left at some ungodly hour, like 2am or something. People would always be showing up the wrong day or in the afternoon for the 2pm flight. People just don't pay attention very well sometimes.
Anonymous on 04/09/2009:
I agree with you. However, I'll throw in a caveat. My onscreen cable TV listings might show a program starting at 12:30am Tuesday, but it's really starting Wednesday 12:30am. Programming a DVR on Tuesday will result in a message stating that the time has already passed. Yes, it can be confusing. That's why a 24-hour clock really needs to be used.
Anonymous on 04/09/2009:
Then people would complain they can't understand that. I worked with people that could never understand zulu time. This is something that is pretty basic yet co-workers never grasped it. I don't really expect the once or twice a year traveler to understand military time but I do expect them to understand a.m. and p.m.
dan gordon on 04/09/2009:
I'm sorry but the fact that YOU got confused your language difficulties, YOU misread the date and time does not Make NW crooks. Your inability to understand doesn't make the airlines liable to you.
Anonymous on 04/09/2009:
Is it just me or does this person mention several dollar figures that don't make any sense at all?
Anonymous on 04/09/2009:
New Sheriff, none of it makes sense to me. I thought when you missed a flight on any airline, you automatically lose all your money because you didn't cancel in advance. If that is the case, then you would have to pay for all the tickets again no matter who you booked with.
Anonymous on 04/09/2009:
Those airfares were probably at the full rate. For last minute tickets that's what one can expect.If the OP is reading this thread, which I doubt because most never respond, I would suggest a polite letter to Northwest explaining what happened.
Anonymous on 04/09/2009:
I understand why the OP is sad, upset, and embarrassed. Unfortunately, she is wrong. If the US armed forces could teach the 24-hour clock to the average draftee, the average American can learn it too. Metrics make more sense as well. The OP may be wrong, but it is very unfortunate this mistake happened. Folks who do not understand airline booking should use a travel service that explains things to them. "Be at the gate by 11am, your plane leaves just after noon at 12:30."
Anonymous on 04/09/2009:
PB, I would have to agree. NW may cut them some slack. Doesn't hurt to try, that's for sure.
bargod on 04/09/2009:
Mistakes do happen and as unfortunate as this one was I don't think this is NW's fault. As Passingby said maybe a nice letter to NW explaining the situation couldn't hurt. Good luck.
bargod on 04/09/2009:
Just curious also. Out of 9 people how many actually looked at the itinerary? You would think at least one of them would have caught the mistake.
Anonymous on 04/09/2009:
bargod, the op said their parents and relatives barely speak English. I think that was part of the problem, as in no back-up. As doc said, a travel agent would probably be the best bet in the future.
bargod on 04/09/2009:
Ahh, good point Kia.
AutomaticBlueWater on 04/09/2009:
You can't blame the airline for your own mistake. What is with the "=[[" & "=[" are you 12 years old? You would have been crying even more if you had to be stuck on that A320 for a total of 5 hours.
Disaster Worker on 04/09/2009:
All this could be avoided if the general public used military time as we do in EMS! Clear and concise.
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Northw-ors-st Proved it Again
Posted by on
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.
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Anonymous on 12/30/2008:
The problem doesn't lie with Northwest but with the power failure. Unless the airline was responsible for the power there's really nothing an airline can do. If you've ever seen the TV program AIRLINE you have had excellent view of how stressful the supervisors day can be.
Anonymous on 12/30/2008:
The good....
Support of your hometown airline
Praise for Hawaiian Airlines

The bad.
Your expectation that NW accommodates you on another airline due to a power failure.

Its in vogue to bash CEO's but do you know exactly what their CEO's compensation is? Airline industry executive compensation is on the low end of the scale. Shareholders and free markets determine fair compensation.
yoke on 12/30/2008:
When the flight took off, how did you know it was your flight and not another one? As the plane took off was in announcing your flight number?
Anonymous on 04/09/2009:
I wish I would have seen this earlier. I was a supvr in HNL and from the OP's description, I know exactly who he/she is talking about. Good guy but does tend to get stressed a bit.

As far as not getting on your flight....just because there was some unique circumstances does not change the fact that the plane sounds like it was sitting at the gate ready to go. To accommodate you, they would have had to remove passengers (flights are ALWAYS full from there) have you clear security, change any takeoff numbers due to any additional luggage and/or change in passenger counts. More is involved than what you may think. Unfortunate though about the sleeping arrangements. Worked there about 10 years and can't say I saw too many folks that had to sleep in the airport. There are 2 hotels within about 10 minutes walk.

As far as the comment about the employees and CEO. I could not agree with you more. VF-213 asked "do you know exactly what their CEO's compensation is? Airline industry executive compensation is on the low end of the scale." Well according to this newpaper article's headline......Steenland's payout after NWA-Delta merger: $18.3 million

If that's low end.....holy smokes. You know what I got from the merger??? Laid off.
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