I work for the Federal Government and travel frequently on various airlines. I was traveling from Tampa to Nashville today and when I checked in, I was informed that my bag would have to be checked and could not be carried on the plane. This is the exact same bag that I use when traveling for the Government and I have NEVER had to check this bag.
I made the reservation on Orbitz and I feel that this is a direct result of me not using NWA as the agent. I was billed $15.00 and when I got to the gate, there were bags that were larger than mine and they were allowed to take them down the ramp. Some went on the plane while others were checked at the door of the aircraft. Piss poor customer service and rules when I know better. You are not consistent at all. I do have choices when I fly and will in the future will strive to take alternate carriers when possible.
E-mail thread about a forced baggage check on a one-way ticket bought on Orbitz. They gave me my $15 bag fee back in an electronic credit when I fly again. RIGHT, I am going to fly with you again soon. I am sadistic and love being treated like dirt. NWA is really bringing down Delta's customer service standards very quickly. Delta should have let them go belly up.
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.
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.
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!
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 on 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 arm rest 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:
1) luggage is in Erie
2) luggage is in Pittsburgh
3) luggage is in Detroit, and
4) 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 on line 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.