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Total Lack of Customer Care
Posted by Keough on 08/31/2009
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 nrs 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 Intl 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, Nortwest 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 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. Their 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 their 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 Heidbreders.
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

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Posted by Anonymous on 2009-08-31:
That's exactly why "favors" like holding flights shouldn't be done. You'll always expect them. Waiting for a gate and holding flights is an air traffic control issue. Refund? They took the flights didn't they? Maybe they should comp you for something, but not a refund! If you travel by air you must understand these things happen.
Posted by Ponie on 2009-08-31:
I don't know about the reasoning given for not allowing your parties to board, but I do know this about weather at DTW on 8/20/09: My Sis and niece came in from DC to DTW at about 11AM. From a few minutes after they deplaned to about 2:30PM, we had severe thunderstorms rolling in and out of the Detroit area. We discussed that they 'just made it' that day.
Posted by JR in Orlando on 2009-08-31:
I looked up Northwest Flights for this Thursday from STL to DTW and found flights leaving St. Louis at a) 6:30 a.m. arriving Detroit 9:09 a.m.; b) 8:45 a.m. arriving 11:18 a.m.; and c) 10:20 a.m. arriving 12:59 p.m. You choose the absolute last flight they could take to make their 1:30 p.m. flight to Bangor, Maine leaving only 40 minutes to change planes. If you had choosen an earlier flight from STL, this would not have happened. The fault seems to be yours in chosing a flight that guaranteed "any" delay would result in them not making their Bangor flight. With the limited flights today, one must leave more time to change planes.
Posted by Ben There on 2009-08-31:
I would bet those thunderstorms Ponie mentioned had something to do with the delay. JR makes a great point about the very short connection. Just because an connection is valid does not mean it is the best idea. When I am flying on vacation or on international trips, I tend to take the flight before the last flight available to allow for delays... this has saved my trip a couple times. For work trips I sometimes will cut the connections as short as possible.
Posted by Ponie on 2009-09-01:
Ben, whatever happened to specific time between flight connections that was in force a few years ago? At the time that I was flying around the country several times a year to attend conventions, any service I used would not book me on a connecting flight if the time between was not at least 45 minutes. Didn't matter if the gates were next to each other at the airport. Looking over that schedule shown in the complaint, it works out to be only 40 minutes, doesn't it? I could very well be wrong...
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Checked Baggage
Posted by Dwayne34691 on 08/26/2009
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.

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.
Submitted: 08/15/2009 10:10:44
Form Navigation:
Field1: nwa.com Check-in
Field2: Boarding Pass"



RE: Case Number 8027162

Thank you for sharing your concerns regarding the service provided while traveling with us. On behalf of everyone at Delta Air Lines, I
sincerely apologize for your disappointment in the fee you were charged for your carry on bag when you were required to check it.

I am truly sorry for your disappointment with our carry-on baggage policy and realize that you state you have travelled with this bag in
the past, and I also understand the policy was inconsistently applied. Regrettably, we are unable to verify exactly what was communicated to
you regarding the bag you were going to carry on. Please allow me to explain that for safety reasons there may be times when carry-on baggage
is limited or not even allowed. It is also important for me to mention that adherence to our carry-on policy may be monitored by the Federal
Aviation Administration (FAA). Failure to enforce the carry-on policy with respect to the size and weight of each bag can result in regulatory action against our airline.

We want to make travel convenient for our passengers and feedback like you have provided will help us to improve our baggage process and
overall customer experience. Be assured I will be sharing your comments with our Airport Customer Service leadership team for their internal follow up.

Respectfully, I am unable to refund the fee you incurred as I am unable to verify the actual size of your bag and what was communicated to you.
However, as a tangible gesture of goodwill for the inconvenience you experienced as well as the inconsistency of or carry on policy being
applied, we have reserved the following Electronic Credit Voucher(s) for you. The issue date is August 20, 2009.

-0120272968865 $15.00

An ECV can be applied toward the purchase of a new ticket. ECVs are not transferable and cannot be extended beyond their one year validity
period. Please keep this correspondence, along with the enclosed Terms and Conditions, since the ECV number listed above is required for
redemption. The ECV can be used online at www.nwa.com or when booking directly through one of our Reservations offices.

I hope I have been able to address any concerns you have about the carry on bag that you were asked to check. As a WorldPerks member, your
business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but also exceed your expectations.


Customer Care
Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines
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Posted by goduke on 2009-08-27:
The apologized and gave you a voucher. Lord have mercy, what more do you want?
Posted by Eloise on 2009-08-27:
Did you ever think that the bins might have been full?
Posted by jktshff1 on 2009-08-27:
what plane was it? A lot of the puddle jumpers don't have much room and baggage compartments get full fast.
goduke +1
Posted by Anonymous on 2009-08-27:

"Delta should have let them go belly up." Hard to do in a friendly merger.
Your Orbitz assertion isn't true, it was started by the airlines and they still hold a minority stake.
Since there is no TPA-BNA service you had to connect to a RJ (regional jet) was that the flight in question? Plane side check is an option you can ask for in that case.
If it was on your first leg (mainline) and the bag was in compliance, perhaps the agent made a mistake - difficult to tell.
Interesting you mentioned you working for the Fed Government... they never make mistakes....
Posted by Anonymous on 2009-08-27:
It seems like a pretty reasonable response to me.

When I get elected God, I am going to get rid of all baggage fees, and at the same time I am ending all carry on baggage. I am soooo tired of standing in the aisle while someone tries to wrestle a foot locker into the overhead bin.
Posted by Ben There on 2009-08-27:
Dwayne34691 - just how big is your carry on bag? Is it a full sized rollaboard? Does it actually fit in the carry on size testers at the gate?
Posted by goduke on 2009-08-27:
Ken, you have my vote. Let me know the date of the election.
Posted by DigitalCommando on 2009-08-27:
I think the real story here is the excellent response letter from the airline. It was clearly prepared by a real person who took the time to carefully explain their side and made an acceptable offer of compensation. This is rarely seen nowadays. Good work NW!
Posted by nwfan on 2009-08-27:
I agree with Digital Commando. If I received that letter I would have deleted it. It was a rude letter to begin with. Learn how to log a complaint...
Posted by Dwayne34691 on 2009-08-28:
Ok, I agree that it was a good response from NW. I was angry due to the fact that the staff at the counter was so rude about it. It was a mid-size roller bag and fits into the overhead easily. I carry the bag on the plane all the time when I travel and I guess it took me by surprise when they were so rude about it. It is like every other company, you have good employees and you have bad. It added fuel to the fire when I went to get on the plane and like someone stated here they were using a jack hammer to put bags in the overhead and you forced me to check mine. I am normally the type that doesn't sweat the small stuff but this one pushed my button for some reason. I can respect the comments here. Ya'll have a good day.
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Northwest Airlines Botches Unaccompanied Minor Travel
Posted by Angry Dad on 08/11/2009
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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Posted by Anonymous on 2009-08-11:
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.
Posted by Ben There on 2009-08-11:
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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Never Again!
Posted by Ripped off! on 08/04/2009
I have never encountered this type of Rude and Unresponsive behanvior from customer service. The booked my flight backwards and now do not want to refund my money when we never even took the flight, because we missed the flight! They steal your money and treat you very badly. Never Fly NWA! Now I disputing the charges with my credit card because I have actual emails stated they are at fault, but will not give me refund!
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Posted by Anonymous on 2009-08-04:
Did you book on the internet or on the phone.
Posted by Anonymous on 2009-08-04:
Rude and Unresponsive? Or is it that you're not hearing what you want to hear? The tickets are nonrefundable (yes, even if you don't take the flight.) If you didn't tell them that you're not using the ticket then you become a "no show" and lose the credit for that ticket. Read the rules next time.
Posted by saj80 on 2009-08-04:
Very good response, justthefaxx. I would like to know what NWA admitted to in the emails regarding they are at fault; my guess is the flight got changed and the OP missed it.
Posted by Anonymous on 2009-08-04:
She said they booked the flight backwards. I was wondering if she booked on the internet as she would have booked it herself backwards.
Posted by Ben There on 2009-08-04:
When I read "booked my flight backwards" I thought that they from and to cities were reversed like NYC-DC-NYC instead of DC-NYC-DC. If the OP booked online she is completely at fault. If booked by phone, there was still plenty time to catch the mistake and get it fixed.
Posted by DisputeTheCharges on 2009-08-04:
Maybe you should fly Delta next time.
Posted by BobJohn on 2009-08-05:
Let a travel agent make your reservation next time.
Posted by Anonymous on 2009-08-06:
I'm guessing the OP called to make a res. ALL agents for airlines recite back the itinerary in the order the flights will be taken to confirm and also offer an email or snail mail option to receive an itinerary. The initial readback by the agent should have tipped off the OP and if missed, the itinerary received afterwards would have discovered the problem. Some blame on the agent if actually booked wrong but more on the OP for missing 2 reconfirmations.
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Poor performance company
Posted by Bdcochran on 07/27/2009
Where is my laptop? Gone. Where is Northwest's centralized lost and found? Doesn't exist. On my return trip, I was not in the combined Delta/NWA reservations system although I presented an electronic ticket and had checked in. The airports and baggage were in chaos because the services have purportedly merged between Delta and NWA and in reality they have not.
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Posted by Ben There on 2009-07-27:
You checked your laptop?
Posted by saj80 on 2009-07-27:
Ben, that's how I read this, but not exactly sure. Also not exactly sure why anyone would check a laptop.
Posted by jktshff1 on 2009-07-27:
Where did you leave it? Unbelievable!!!
Posted by Anonymous on 2009-07-27:
If you checked in your laptop, you can probably find it later on Ebay.
Posted by Suusan B. on 2009-07-27:
I'm with Ben There on this one - - you checked your laptop?
Posted by Anonymous on 2009-07-27:
Delta and Northwest have merged. A merge between two major airlines doesn't happen overnight. It's gonna take a long time for the merge to be complete.
Posted by Anonymous on 2009-07-27:
Hey little, how did the training go.
Posted by jktshff1 on 2009-07-27:
2nd wally little.
Posted by Anonymous on 2009-07-27:
Wouldn't know, still haven't started working yet. I was told that the job's gonna start anyday now. So, keep your fingers crossed that they get their shyt together and start training already.
Posted by Anonymous on 2009-07-27:
These people have some shady practices.
Posted by Anonymous on 2009-07-27:
I think they are still looking for people to fill the training class.
Posted by Anonymous on 2009-07-27:
Hmm very suspicious, keep us posted.
Posted by Anonymous on 2009-07-27:
They are a legit company. They are a Fortune 500 company
Posted by Eloise on 2009-07-27:
Doesn't the airlines tell you not to check valuables, cash, medication, and electronics?
Posted by Anonymous on 2009-07-27:
Eloise, of course they do. That's because every lost piece of baggage known to man contained electronics, a camera and the Hope Diamond.
Posted by Anonymous on 2009-07-27:
Besides the warnings and common sense aspect of it....
The way luggage gets tossed and stacked unless my laptop was in a Pelican Case no way would I check it.
Posted by Anonymous on 2009-07-27:
VF, I once watch Northwest at the Detroit airport, unloading baggage by heaving it out of the side of the plane down onto the tarmac. Think about a laptop in one of those bags.
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Northwest is no longer my carrier
Posted by Eric schott on 07/13/2009
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 Milwaukee 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 EVERTHING 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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Posted by Anonymous on 2009-07-13:
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)
Posted by Anonymous on 2009-07-13:
"Go pile sand" ? So that's what I was doing wrong, I thought it was "go pound sand".

Posted by Anonymous on 2009-07-13:
Northwest no longer exists. They are Delta now
Posted by Eloise on 2009-07-13:
'maaired' This must be a new ceremony. I've never heard of it.
Posted by Ponie on 2009-07-13:
Eloise, that's what it's called in Jamaica. Seriously. :)
Posted by Eloise on 2009-07-13:
I thought maybe that was how they pronounced it in the 'Princess Bride'. ;)
Posted by Ben There on 2009-07-13:
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.
Posted by Anonymous on 2009-07-13:
"....200 and some odd people all going on vacation.." Nit picking but the aircraft only holds a max of 148.
Posted by Eloise on 2009-07-14:
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Worst Company I Have Ever Dealt With
Posted by Lovetotravel73 on 05/12/2009
On our flight to Honolulu, our connecting flight was late. NWA knew we were a little late but closed the gate door on us 10 minutes before the flight time. We arrived 9 minutes before and could see them close the door. They refused to let us on. They told us to take it up with Alaska because their flight was late and it was their problem.

On the return flight, they did not book us in seats together despite having empty rows that they were trying to sell just before the flight.

After sending in a complaint letter, they offered a pathetic $50 voucher.
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Posted by Anonymous on 2009-05-12:
10 min rule, be grateful you got 50 dollars, how much did Alaska give you?
Posted by Anonymous on 2009-05-12:
Airlines cannot hold the plane for everyone who is late. If they did than every plane would depart late and it would create a snowball affect.
Posted by Ben There on 2009-05-12:
There is a lot more to putting someone on a plane once the door is closed than opening it, letting people on the plane and shutting the door again. It could have delayed the flight half an hour or more, especially if they missed the departure slot. As for the seats, customers have the option to select seats before departure weeks before the flight online, during online check in and even at the airport kiosks. If you were not in the same booking they would not even know you were together.
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They Are Crooks!
Posted by Smart09 on 04/09/2009
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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Posted by Soaring Consumer on 2009-04-09:
Did your ticket say "Midnight on April 7 or Midnight on April 8"?
Posted by Anonymous on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
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 there by 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)
Posted by Anonymous on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
Yes PB...not all that complicated IMO but I've seen it happen alot.

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.
Posted by Anonymous on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
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.
Posted by dan gordon on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
Is it just me or does this person mention several dollar figures that don't make any sense at all?
Posted by Anonymous on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
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."
Posted by Anonymous on 2009-04-09:
PB, I would have to agree. NW may cut them some slack. Doesn't hurt to try, that's for sure.
Posted by bargod on 2009-04-09:
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.
Posted by bargod on 2009-04-09:
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.
Posted by Anonymous on 2009-04-09:
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.
Posted by bargod on 2009-04-09:
Ahh, good point Kia.
Posted by AutomaticBlueWater on 2009-04-09:
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.
Posted by Disaster Worker on 2009-04-09:
All this could be avoided if the general public used military time as we do in EMS! Clear and concise.
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Lost Baggage - Very Poor Customer Service And Rude Employees
Posted by Frequent_Flyer on 03/29/2009
I usually don't care about services, I just look for basic mutual respect but that seems like a big ask for NWA. Unfortunately, I was stupid enough to fly with Northwest Airlines more than once even though I had issues with their services the first time as well. They have a very poor customer service in so many respects.

They lost my bags. I was very patient with them because I know this happens BUT they told me they would keep looking for my luggage but actually, they did not do anything. I had to call them several times until they realized I would like to get my luggage back (should it not be evident?) which had everything since I moved temporarily to another place for a year. Finally, after I kept calling them for several days, they said they have managed to track one of my bags. When I asked them how come I haven't received it, they said because they were waiting for the other one to be found because they will only bring them together. The lady on the phone was arrogant and obviously couldn't understand that I had no clothes to put on and lost my textbooks for school. I know it was not her fault that my luggage was gone. Aren't these people trained to have some sympathy for their customers though? At least to sound as if they cared a little?

It seemed like I was blamed for this and I felt that it's not that they couldn't resolve my problem but they did not even want to. Their services on the flights are horrible too so I would not recommend them at all. I would rather pay double or triple but I would never fly with NWA again.
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Posted by Anonymous on 2009-03-29:
What services on the flights are horrible? You don't fly much if you think NW is bad.

I can't think of a more thankless job then tracing baggage for people - give them a break if they don't feign sympathy for your lost bag.
Posted by Frequent_Flyer on 2009-03-29:
I guess I have the right to express my opinion. This is called the freedom of speech, you know? And were you there to know how awful it was?

When someone tells me to pick up my luggage at the airport when I live 4 hours away from there just because they are not willing to take it (since they didn't find the other one), I think I have a reason to be mad. It is their job, thankless or not. I gave them enough time but didn't seem to care at all. If I hadn't called them so many times, I wouldn't have even gotten one of my bags because they don't give a damn about anything. Their employees have been rude to me - not only in this case. I think you would react the same way if you have just moved with all your stuff from another country.

You are right, their services cannot even be horrible. I should've said the lack of services instead because they provide none.

Thanks for your "sympathy". I put down my story so that other people could be aware of this, not to be judged by others who defend airline companies instead of their passengers.
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The Worst Service Ever
Posted by Dollarbill4u on 03/11/2009
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 you 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.

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Posted by Anonymous on 2009-03-11:
Lost baggange claims have to be filled out at the airport. Airlines cannot give out the number to the ticket counters. If they did then passengers would be calling all the time and the ticket agents would be busy answering phones rather than helping passengers in line. I used to work at US Airways in Tempe and passengers would get mad if I couldn't help them with their bags. I too would have to explain that I didn't work at the airport and they would get so mad at me.
Posted by Dunn Thatt on 2009-03-28:
Given such a SERIOUS security breach, I would have written a letter to the editor of the Arkansas Democrat-Gazette, so they could follow up on this with the proper authorities, I find it absolutely shocking that this was allowed to happen.
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