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Northwest Airlines Screws Up Then Steals Money
Posted by on
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.
     
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Ben There on 2008-10-07:
Were any of the delays weather or air traffic control related? I am asking because you had to pay for the hotel yourself. Also, since NWA does not normally connect passengers in Newark, were you booked on Continental flights at some point?
Anonymous on 2008-10-07:
No details in your diatribe. Reasons for delays/cancelations? Why did you pay for the hotel yourself? It does sound like weather as you would have been offlined and rerouted on another carrier if it was possible. Let's hear the whole story please.
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Lack Of Customer Care
Posted by on
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.
     
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Anonymous on 2008-08-21:
Considering that it is widely publicized that you need to be there two hours before your flight, don't you think you cut it a little bit close? Understandably you had a good reason, but what you needed to have done was call at 6:30 and explained the problem, and let them reschedule you before you defaulted on the flight.
They did accommodate you on a later flight, what more could they have done for you? Are you suggesting that they should have held the flight, re-opened boarding and delayed eveyone else because you were late? I am not clear what you were looking for here.
Ben There on 2008-08-21:
I understand your frustration, but all airlines would have done the same thing. Check in agents are actually blocked from checking people in less than 30 minutes before departure, so even if they really wanted to they can't.

Besides offering you another flight, there is nothing else they can do.
BobJohn on 2008-08-21:
You said you've flown on various airlines so you are not a 1st time travler. Then you should have known you should be at the airport CHECKIN counter (or at least in line) 90 minutes before departure. If you are not at the GATE 15 minutes before your flight they can deny you boarding. So that gave you 13 minutes to checkin, get through security, and run to your gate. I'm afraid I see no reason to blame NW.

chris513 on 2008-08-21:
got to agree w/ all everyone else....I do hope your son is alright.
yoke on 2008-08-21:
The only ones that are allowed to be late for flights are the flight crew and employees hitching a ride, everyone else has to follow the rules, LOL!
Ben There on 2008-08-21:
That's right Yoke, all airline employees are bad and just want to ruin your life. How often often do you fly anyway?
Anonymous on 2008-08-21:
Yoke, employees fly standby and if they are late, the airplane is not held for them, Their seats go to the next employee on the list flying standby
yoke on 2008-08-22:
lunaan, I was making that comment due to the post a couple of weeks ago where they flight WAS held up for employees to board. So yes it does happen.
Ben There on 2008-08-22:
Lunaan, Yoke fails to mention that the flight arrived only 45 minutes late to Columbus (no connections), and the crew on board was a must ride to replace another crew who was going to operate the last flight of the day to Cincinnati. In that even, a small delay kept another flight from being cancelled, but many in that post did not see that logic because the crew stopped to get something to eat on the way to the gate.
Anonymous on 2008-08-22:
The crew flying is different than regular employees flying. Yes, the plane is held for crew members who are deadheading a flight. All other employees must wait their turn.
yoke on 2008-08-22:
ben, the flight was also held up 70 minutes for the paying passengers.
familytravel on 2008-08-22:
I am very sorry that your child has seizures. However, it just amazes me that you think you can should up less than 30 minutes for a flight and still be able to board. This would have been the same at any other airline. Did you honestly think 28 minutes would be enough time to checkin, check bags (not sure if you had any), get through security, find the gate, and board the plane?
Travelnate on 2008-08-27:
Two things:

Airlines allow you to check-in up to *24 hours* prior to your departure. The airline also probably opens their counter at 5am. They are more than accommodating to allow you to check-in at your leisure.

#2. Your flight was probably oversold. All airlines oversell and if more folks check-in than seats available, life becomes interesting for that gate agent. What probably happened was you missed the cut-off for a flight that was either full or oversold.

Travel tip: Next time, check-in online. Yes, things happen... but don't give the airline any leverage, and in this case, a 30 minute cutoff is strictly enforced. I know, I worked for an airline whose staff used to print the time off of the computer in case someone would call and complain.. the airline held up its end of the deal... have you?
Anonymous on 2008-09-22:
I am coming into this discussion late but I have some thoughts, as well.

It is very unfortunate that your son had a medical problem and I sincerely hope he is fine now and it is nothing serious.

My first post here so let me preface just a bit before I start. I, unlike others here, will admit to being a former employee of NWA. I was a CSS (Customer Service Supervisor) at retirement and worked for almost 25 years. I recently retired and couldn't be happier.

Now....you mention you showed up 28 minutes before departure. As you may or may not know, you must be checked-in and have given your luggage (if you had any to check)to the CSA (Customer Service Agent) with at least 30 minutes to go before flight time. At 30 minutes before, I instructed the agents I worked with to close the counter and complete their other duties to dispatch the flight. I'm not sure if people are aware but airports do not have staff to keep someone standing at the counter at all times. They have many other duties (in small airports like Kalamazoo) to keep the flights on time. In addition, the SSD's (Self Service Device) or kiosks are programmed to inhibit check-in of a flight at 30 minutes before departure. So it is impossible to do so if you are not there in the times published by the airline.

Where I worked, we had 1 agent at the counter (2 if very lucky) and 2 to load the plane and the numerous other duties tasked to them, I.e., deicing in the winter, accepting cargo from customers, grooming the aircraft, weight and balance of the aircraft, etc. The agent at the counter will then go to the gate to prepare for boarding. If he is at the counter checking in passengers inside the 30 minute window, the flight stands a very good chance of being delayed because he is not in his assigned position to help the passengers who were on time to board the aircraft.

Again, I understand you had extenuating circumstances that prohibited you from getting to the airport but......and I know you don't want to hear this....but NWA has a schedule to keep. It may sound like a joke with the amount of delays you hear about but airlines just don't wait or hold planes for 1 or 2 people. They have crews to get to the next airport for other flights, there is cargo in the plane that needs to be other places and most of all, passengers that expect to be delivered on time to their destination.

Sorry for the drawn-out response but you have to understand there are other factors in play when an aircraft is held even for just minutes. They are scheduled a "slot" and if they miss that slot, they chance being delayed even further.

I hope your little guy is fine now and I do understand and feel for your situation. The company, though, has rigid policies in this type of case.
DebtorBasher on 2008-09-22:
Great Info Judge!
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Overall Service And Flight Quality
Posted by on
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.
     
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Ponie on 2008-06-08:
I admire your calm manner in posting this letter. Some others we find on M3C would be demanding free flights for the next ten years. :) Hey! Can't you get any gigs closer by? Why all the way to Montana from Boston? Good luck!
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Not Dependable
Posted by on
INDIANAPOLIS, INDIANA -- On this date,June 1,2008 our daughter, and son,3 years old were to fly on Northwest at 8:15 this morning.We got up to go to airport at 4:00am and dropped them off for their flight,1 hour before time as requested these days.When her father and I returned home at 8:30 to Richmond, In. I received a phone call from our daughter that her flight had been cancelled and new flight not until 11:00 and a lay over in Minneapolis. I am very upset with with #1 this is not what she paid for,#2 she is ill with MS,#3 she was traveling alone with a 3 year old toddler. This is not right!!!! other flight should have been immediately scheduled for her with no lay over,she flies straight through because of her illness and traveling alone with a toddler.Flight was checked before leaving house,nothing was posted of cancelled. I feel and believe she should be compensated for this terrible inconvenience by Northwest and Expedia.

These travel flights,delays and cancels must stop ,phone calls should be made to people so this does not happen. Our daughter and her health can't fly like this. She must be able to depend on her flights and what she pays for or fly with a more dependable company.Compensation to her, needs to be acceptable or my next step will be to contact the media to your practices with people who are depending on you during these times and how their illnesses and travel with toddlers is not even considered. Put yourselves in her position with an illness and a 3 year old toddler. She was to arrive home in Connecticut at 10:20 this am and now will not arrive home until 4:30pm. This is not RIGHT!

Thank you,

Concerned Mother and Grandmother

Latest on this is when she got to Minneapolis she had 30 minutes to catch next flight at the other end of terminal with a 3 year old toddler or she had to wait for next flight at 6:30.... this is totally unacceptable!!
     
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Anonymous on 2008-06-02:
The airline most likely put her on the next available flight, which was a connecting flight. A nonstop flight was probably not available. Since she is an adult, they are not going to take special considerations for her health issues. I've noticed that airlines don't seem concerned about health issues as long as the passenger is an adult. Since your daughter was reaccomodated on another flight, I doubt that Northwest will offer any compensation. It may not be right what the airline did, but they seem to care less and less about customer service these days and more concerned about profit.
Ben There on 2008-06-02:
Did you inform the airline that your daughter has special needs when you made the reservation? Airlines provide wheelchairs and other types of assistance to help people in need have a safer trip.

Airline schedules are always subject to change, and it is considered completely normal to re-protect passengers on a cancelled nonstop flight on connecting flights. If NWA did not know that your daughter has an illness, they just saw someone who is able to fly alone with a 3 year old, which means that they can probably fly on a connecting flight.
yoke on 2008-06-03:
What was the airlines excuse for cancelling the flight?
familytravel on 2008-06-04:
They probably put her on the next available flight. Did you request a wheelchair or try to arrange for some type of anaccompanied minor serivce for the other children?
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Screaming Kids and Safety
Posted by on
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.

     
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chris513 on 2008-05-14:
how did you know the age of the children?
yoke on 2008-05-15:
Are you saying this lady had 2 kids with her and they were both on her lap, so there were 5 people in your row? How many seats were in a row?
cherpep on 2008-05-15:
This is per nwa.com:

"An infant under two years of age may travel on a domestic itinerary without additional miles if traveling on the lap of an accompanying adult. Northwest allows a maximum of two infants per adult. A passenger traveling with two infants must reserve a seat for the second infant."

I hope you are also complaining to Northwest Airlines directly. That clearly should not have been allowed and was improperly handled by the attendants. You should be compensated in some way for having to deal with that during your trip. Good luck.
jenjenn on 2008-05-15:
I've traveled with an 10 month old infant who sat on my lap. Never again! It went pretty well, but it would have been a LOT easier if she had her own seat.
Anonymous on 2008-05-15:
Given the rate of descent of our domestic airlines, we will soon be rivaled by 1960 Aeroflot. Parents won't be traveling with small children...it will be chickens in a crate in the overhead compartment and goats on a tether in the aisle.
bargod on 2008-05-15:
I agree with Cherpep. You should have been compensated for your inconvienience, but of course you need to speak up for this to happen.
Ponie on 2008-05-15:
rileygang, I like your sense of humor! For less than what you paid for your tickets, the one next to you had three people traveling. You had more patience than I would have had. When she put that arm rest up, I'd have promptly put it back down. She had the fun of making the kids--now let her take care of them without inconvenience to others. 'The flight attendants completely ignored any of the standard safety regulations.' Did you mention this to any of the attendants? I certainly would have. I can't stand these so-called mothers who feel the world owes them because they have a couple of kids!
jktshff1 on 2008-05-15:
right on ponie!!
Anonymous on 2008-05-15:
Agree with Chuck. Best answer Ponie!
Anonymous on 2008-05-15:
I second Ponie's comment. Being a fetus incubator is not synonymous with 'mother'.
DebtorBasher on 2008-05-15:
That Mother should have bought a ticket for another seat for the child and had the proper restrants for it. When I went to London, there was a woman and her husband flying with an infant, and they had a car seat secured on the seat between them. I don't know if it was a car seat they brought with them, of if the airline provides it for young kids...but there was no problem...they didn't have to sit with the baby on their lap or annoying other passengers...Sounds like the one traveling with you was unconcerned about her children's safety for the sake of saving a buck. The airlines should have said something to her when she boarded with one ticket and two kids. I would have said something to her, and I would have kept kicking her bags off my feet onto hers until she moved them.
DebtorBasher on 2008-05-15:
How long of a flight was this? I would have "accidentally" spilled a drink on her, spill my food on her every time her kid crawled onto my feet or my HEAD! Not to take it out on the kids, because they don't know any better, but I would have made sure the Mother got my message loud and clear.
cherpep on 2008-05-15:
note to self... don't sit next to DB on a plane. LOL.
Anonymous on 2008-05-15:
Note to self, sit next to Cherpep.
DebtorBasher on 2008-05-15:
Cherpep...When I was on the plane to Disney World, I was sitting in my seat minding my own little business as I always do...staying out of trouble, as I always do...and my foot scuffed up the carpet runner under my seat...I tried to straighten it back by scuffing it. I kept scuffing it kind of under my seat with my foot...lol...the next thing I knew, I scuffed it so much, the woman's purse from the front seat was at MY feet...LOL...she must have had it sitting under her seat during the flight...I thought...how am I going to get this woman's purse back up to her without getting into some "I Love Lucy" episode and without the woman thinking I was trying to steal her purse...so, I took both of my feet and starte scuffing the runnner forward again until it bunched all up under her seat WITH her purse. I still don't know how that happened, unless everyone in that aisle had their feet up on the foot rests...LOL...it was funny.
DebtorBasher on 2008-05-15:
ALRIGHT SMARY PANTS...Is THIS the reason no one ever takes me on vacation with them? IS THIS the reason I'm told to meet them at the airport, only for them to take off, leaving me behind? I'm starting to feel unloved!!!
yoke on 2008-05-15:
I can't believe the attendants did not say something to her. The seats are small enough as it is and to have to share a space with 5 people when it is only meant for 3 is awful. I bet the woman was counting on a row to herself when she bought the ticket. The only time I ever flew with my kids (without my husband) I was 6 months pregnant, had a 22 month old and 4 year old. I thought I would save money and not buy my 22 month old a seat, my 4 year old had a seat. Big mistake. I flew from LA to Hartford with him on my lap. On the way home back to LA my parents bought a seat for my son!
yoke on 2008-05-15:
Alley, I agree with you...OK get up from the shock! I don't see how an attendant or ticket agent would allow a woman on with one ticket and 3 people.
chris513 on 2008-05-15:
I actually find this hard to believe, also. which is why I asked my first question...You had a good enough conversation w/ the person w/ the infants to find out there age, yet at no point did you complain to the flight attendants...I'm sorry, I am usually pretty sympathetic to any situation, but this plane never would have left the ground if I was in your seat...Furthermore, this all goes against FAA regs...one lap child per seat...if this happened, as you say, you would be in the wrong to not report this to the FAA and/or DOT.
wgaguy1984 on 2008-05-16:
I kind of agree with the incredulity of the other two. I don't think she could have booked the ticket with two lap infants, I really doubt she could have boarded. She probably paid for a second seat and then the child didn't sit there, after the seat belt sign went off. But if the flight attendant didn't make sure at least one child was secure during takeoff/landing, that's a major no-no.
Anonymous on 2008-05-16:
Maybe she did book a seat and they told her one of the kids would have to sit in the lav so she decided to hold both children in her lap instead. Hey, it could happen! (Wait, it has happened.)

I do find this hard to believe. As lax as the airlines seem, they do have to follow regulations. If it IS true, it should be a news story. I'll be watching the national news to keep an eye out for it. Until then, rileygang, some of us are a bit skeptical. Sorry.
Sunchaser1469 on 2008-06-10:
Two children on a parents lap? I don't buy it. How did this get passed all the employees. If the kids were small enough, they could be put in a kennel below the plane. Report this to NWA.
jbarber8 on 2008-06-27:
I have been the person with someone else's infant crawling all over me on a long flight. We leave tomorrow on our first flight with our 2 children and I hope my kids don't cause problems for other passengers. My suggestion to all: Try to be a little sympathetic and helpful, or at least quietly tolerant. No one wants their kids to be a problem, and what goes around comes around. Even if you don't have kids, you once were one, and someone at some time probably helped your parents. Or glared at them. Which person are you?
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Just Tell Me The Truth....
Posted by on
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.
Respectfully submitted.
     
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CrystalSword on 2008-03-11:
Erie....yucky-poo.....boooo/hisssssss.
Anonymous on 2008-03-12:
Look at the bright side. At least they have your bag. Thousands never see their bags again.

You didn't pack any important life saving medication, sensitive secret documents, expensive jewlery or delicate electronics in it did you?
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Incredible Mean Spirited Callous Behavior
Posted by on
MEMPHIS, TENNESSEE -- My daughter is flying from Pittsburgh to Tallahassee. Her first leg was from Pittsburgh to Memphis. Memphis has weather problems. Because of this my daughter is having to stay overnight in Memphis, her second leg to Tallahassee was cancelled. So far this is just another sad travel story. Now it gets interesting. When I find out that she is stuck in Memphis I call Northwest to see if they are going to at least help her find a room. They say of course and because the delay in travel will be so long they will pay for the room and meals. We are concerned that she will be stuck in Memphis overnight and most of the tomorrow, but feel comforted because Northwest has told us that they will take car of her. Big huge lie. The taking care of her consisted of a Northwest employee spending twenty seconds with her,just long enough to give her a phone number for el cheapo hotel, which we would pay for. Thanks Northwest.

Now she goes down to baggage, and we find a hotel room for her. Funny thing there's a Hilton property just four miles off the airport. She can't find her bags so she goes to the baggage claim office. By now she and my wife who is here with me are way past hysterical and my blood pressure has gone up so high I am about to collapse in a pile of raw nerve endings. Now the baggage claim folks (friendly helpful folks that they are ) say that they can't give up her bag. So we call the Northwest lost luggage number. This person actually is helpful, and finally discovers that my daughters bags have been shipped to Tallahassee even though she is now going to Fort Walton beach. The get to the bottom of this part of the story the bloody fools had sent her bags on and kept her in the freezing cold (it is literally freezing and snowing) in Memphis TN. Of course the trip is not over yet, Northwest still has ample opportunity to show more evidence of gross incompetence, heartlessness, and utter stupidity. Is there any wonder these airlines are having such a time keeping afloat.

Northwest Airlines, you have earned my disrespect, and my enmity. I will work diligently to convince anyone who will listen to abandon you and never spend a one red cent on your travel services again.

Know that all you would have had to do was show a little human compassion and warmth to my daughter to earn my friendship and support. Why did you feel compelled to treat my child like another piece of luggage? Oh I forgot, if you had treated her like luggage you would have actually made sure that she got home tonight. Shame on you all for abusing a child.
     
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wgaguy1984 on 2008-03-07:
So let me get this right, the delay was due to weather, which Northwest has no control over. You apparently booked the last connecting flight of the day. Most airlines would not even consider comping a hotel room if they don't bear responsibililty for the inconvenience, but yet they offered you a room, apparently either for free, or at a discounted rate for an a nearby hotel, but you're upset that it wasn't the Hilton. Her bags made it to the destination they were checked in for, probably because the baggage handler can unload and transfer baggage while the plane is on the tarmac waiting for gate space, and they had no idea she'd miss her connection. And, to top it all off, the airline employees weren't tripping all over themselves or busting into empathic tears because of the situation, when they handle the same thing all day long, and I'm sure your daughter was one of hundreds of passengers similarly situated. What a bunch of jerks. I highly suggest next time, given the inexcusable ability of Northwest, and probably any commercial airline in existence, to meet your rigorous expectations that you either charter a jet or call Greyhound.
yoke on 2008-03-08:
How old is the child?
Hugh_Jorgen on 2008-03-08:
I'm not sure what you expected them to do - this is pretty standard treatment with the airlines these days. The earlier poster is right, when the delay is weather related, most airlines will not pay for a hotel - you get to sleep in the airport.

And most of the time if you do get a hotel room, they won't pull your luggage for you - you get a toiletries package with soap, shampoo, a razor, a toothbrush, etc. When something like this happens they just don't have the time or manpower on hand to pull everyone's bags for them.

I'm sure this isn't what you wanted to hear, but rest assured your daughter wasn't singled out for abuse - this is just how it goes sometimes when you travel by air. Hopefully she can get some decent BBQ while she's in Memphis and this will turn out to be a big adventure.
dan gordon on 2008-03-08:
Don't mean to be unkind but agree with the above. Bags aren't generally released mid flight. Don't know tha age of your 'child' but hysterical behavior on your part is a little overdone don't you think?
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Northwest lied to us
Posted by on
I can’t believe NWA cheat my 12 years old daughter and me. On the morning of June 17, 2007, we followed the NWA request to take the continental from Cleveland to New York, then transfer to China Eastern to Shanghai. (Our flight NW 1735 from Cleveland to Detroit was cancelled, so we couldn’t transfer NW25 to Shanghai.) We asked the NWA and Continental the same question in Cleveland airport, “Do we need any ticket when we check in in China Eastern?” They gave us a same answer, “Don’t worry, all of your information will be in the computer.” However when we checked in China Eastern at 9:00pm on June 17th in New York, we were told that they weren’t partners with NWA, so they needed paper tickets, at least confirmation number. We called the NWA immediately for assistance. Diana, a representative of the NWA said, “Don’t blame me! I don’t know.” She told us, ‘Take the Continental to Japan tomorrow morning 11:00am in Newark; then switch back NWA to Shanghai. We were told that to try to find a hotel and transportation by ourselves that night, keep all the receipts and mail them back. She promised us twice,“ NWA will refund the amount to you.”

Also, she promised again, “There isn’t any problem when you check in Continental with the confirm number tomorrow morning 11:00am (In fact, the Continental does need paper tickets from NWA when we checked in. We had to take air tram to another terminal to find the NWA counter to get them. We almost missed our flight again.) Finally, we checked in the hotel by Newark’s airport at 2:10am on June 18 (we got up 6:00am on June 17).

In past 5 month, we haven’t complained anything about (1.our luggage was delayed for the 3 days. We had to buy another evening dress to go wedding party. 2. me, a single women and my daughter, 12 years old girl had to wait for airport shuttle in the dangerous downtown of New York in midnight at 1:00am.

Can you image how scare we are.) We sent receipts($249.66 hotel and $44.00 shuttle) 5 times to NWA. (3 faxes, 1 mail and 1 register mail) In the e-mail of Kate Neilson, Customer Care of NWA on Tuesday, Sept. 4th, 2007 12:56pm (Subject;Re:CR-Complaints KMM 13204015V28557L0KM) to us, they thought, "When our cancellation resulted in an overnight stay, we should have made every effort to provide meal and hotel accommodations." Finally, we received a response from NWA in Dec. they refused to refund the amount to us without any reason, just $100.00 for value customer. We can't believe the NWA overthrow their promise. They cheat us.

We’re being a cooperative customer. However, we can’t be responsible to NWA’s error. It’s not fair to the customer. I agree with:
“Northwest = Northworst.”
     
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chris513 on 2008-01-28:
I am a little lost here...did they rule240 you on to continental? also, if northworst has an agreement w/ China eastern, the info should have been in there computers...did you agree to there 100 dollar compensation? if so, you might be out of luck. but if you didn't, try contacting them again. I am not too familiar w/ northworst airlines, but I know US Airways has a phone number for past travel complaints and compensation...maybe northworst has the same deal. good luck!
GothicSmurf on 2008-01-28:
"Because Rule 240 deals with cancellations and delays, it is probably the best known of any 'rules' pertaining to the airline industry. What makes defining Rule 240 so troublesome is that since the deregulation of the U.S. airline industry Rule 240 is not a federal requirement. Therefore, if the airline has submitted the rule in their respective contracts (also conditions) of carriage (the ticket is a contractual agreement that an airline and passenger enter regarding the transport of a passenger) then the airline has a Rule 240, but it doesn't have to.

A common misconception is that all airlines are required to have a Rule 240, but they do not. And airlines have different versions of Rule 240, making it even more difficult for passengers to know their rights in the event of a delay or cancellation that has been caused by the airline."
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"Northworst"
Posted by on
MINNEAPOLIS, MINNESOTA -- I used to fly NW a lot way back when, but haven't much in the last few years. In January I had a trip from Baltimore to Portland, but do to snow delays, we were late leaving, and missed a late p.m. (the last) Portland flight out of Minneapolis. The flight attendants did a 100% job in telling people about connecting flights, and getting people who had a chance of making them off of the plane first (Portland passengers, just remain seated, the plane has already departed).

Upon arriving, about 12 Portland connecting people were sent to the vacant gate that we would have used to board our now departed plane.

Yap, yap yap. ("where is anybody? "do they know we are here?" "are they going to put us on a special plane to Portland?" "my wife is tired, they had better give us a room" "I will be late to my nieces birthday, my whole trip is ruined!" "my wife is picking me up, how will she know the plane left without me?").

In about 3 minutes, a service rep showed up, pleasant, eager, and ready to do whatever it took to get everyone on their way to Portland, tomorrow.

All I cared about was being in Portland by tomorrow at noon, late tonight would have been better, but that simply was not going to happen.

As the available seats for early morning were disappearing fast, the people were getting real gripy. As the rep talked with one person, everyone else in line kept asking how each thing he said to that person would affect them (rude). I got out of the line and sat down, watching the remaining folks get crabbier and the rep getting more terse, but not rude. They wanted NW to give them pajamas, tooth paste, mouthwash, nice rooms, fancy rooms, close rooms, free meals, free real nice meals, late dinner & breakfast. YOU OWE US!!! IT'S ALL YOUR FAULT!!!

Finally, I went up to the counter as the last passenger needing to get to Portland. "You must be Mr. Smith?" I confirmed it, and explained that I knew why we missed the plane, and had known since I noted when we had departed late. I know may bag is not accessible. I have friends in Minneapolis, know where to get good food and beer late at night, and would be happy with just a place to sleep. I told the rep I didn't care how I flew, even a connecting night flight on someone else would be OK. The rep was SOOOOO relieved that I wasn't another whiner.

I wound up in a real nice hotel, more meal tickets than I could eat, and a voucher.

NW employees have lots of good reasons to be unhappy; the management, the bankruptcy issues and some awfully rude and obnoxious passengers who are probably like that everywhere.

I sent NW a note saying that generally it is below average and in trouble, but that there are still many employees with a positive attitude and that they should make use of them while can.

I would fly NW again if it fit my plans.
     
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killerklown on 2007-11-11:
North-WORST! I see what you did there!!
Skye on 2007-11-11:
Today is Nov 11, and this happened in January?? You sure have a very very sharp memory to remember every single detail from January.
Aerocave on 2007-11-12:
I was thinking the same thing Skye.
DieselDog on 2007-11-14:
Yes, I do have a good memory, am casually interested in the aircraft/airline industry, keep a work/travel log, save my ticket stubs w/ the sticky bag. claim stub attached (I remove them from the ticket jackets because I don't keep them) and usually note the aircraft numbers that I fly. Just thought to post this after a recent conversation with a NWA pilot friend of mine, after I mentioned that I'd only flown NWA once in the last couple of years. He can't wait to retire.
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HOW RUDE!!!! 3/8/2007
Posted by on
My husband and I decided to take a vacation 6 years overdue, we could have used another airline that would have been $50 cheaper but decided to use Northwest for two reasons, because of the size of the airline and also because they offered non stop. Seemed like a no brainer to go with Northwest.

Our flight was from Minneapolis to Orlando

Upon boarding the plane 30 minutes before we were scheduled to take off, as we sat on the plane waiting to be taxied onto the runway, time seemed to pass, about an hour later after we were supposed to be in the air, the Captain no informs us that the plane has a problem with the fuel indicator light and should have the problem fixed shortly. Another 30 minutes passed and we finally made it into the air.

During the flight my husband had asked the passing flight attendant if they had headphones to purchase, because we thought that planes still had the capabilty have music, the seats still had every indication that this was still an option due to the headphone jack and volume control. The flight attendant gave a look to my husband like he was an idiot for asking, and shot him a glare and walked away without answering a simple question.

Then to make matters worse, during the snack distribution, my husband did not have the correct change for the snack and the same flight attendant told him that she would be back shortly, almost 2 hours passed and she came back and my husband held out his hand to receive his change back and she yelled at him to put his hand down!! She then had to hands with money, one had the larger bills and the other had one dollar bills, and she preceded to count out 15 single dollar bills and hands them to him.

We have now landed in Orlando, and our plane is now 2 hours late and we arrive at our accomedations at 2:30am.

Now the return flight was not much better, we were standing in line at the e-ticket check in and witness a young man checking his luggage in, he had one bag and a boogie board, the employee at the counter proceeded to charge him $85 for his board, he explained to her that on his flight in he did not have to pay extra for the board and could not understand why he had to pay now to return home, his father put his credit card on the counter in dismay, the employee took the card and threw it on the floor and yelled at him for supposedly throwing his card at her, I knelt down to pick his credit card up from the floor. She then proceeded to be a SNOT and told the young man to step back and put a baggage claim on his board and told him to leave and that she didn't know why she was about to let it go without charging him.

At this point, my husband and I had now come to a conclusion that we would never fly Norwest again!!

We boarded our flight and before take off the attendant told my husband to put his seat in the upright position, he proceeded to do so and the seat would not hold that position it would lie back down in the reclined position, he told the attendant that the seat was broke, after that 3 more attendants came by and proceeded to tell him to put his seat in the upright, he then told each and everyone of them that it was broke.

All in all the whole expierience was awful!! If Norwest employees are that unhappy in their positions, I think that it is time for them to find another career! And if Norwest allows this behavior than I think they should be removed from flights just as us passengers would be if we behaved in that manner.

Never again Northwest Airlines!!!!
     
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GRANNYLKM on 2007-03-09:
Next time use Sun Country out of Minneapolis. We fly a lot & ALWAYS use Sun Country. It's also a lot cheaper than Northwest.
Anonymous on 2007-03-09:
"At this point, my husband and I had now come to a conclusion that we would never fly Norwest again!!"

I came to that same conclusion the day I watched them unload baggage from a plane by heaving it out the door of the cargo hold on to the runway.
cljonesblind on 2007-06-13:
I agree that Northwest is rude, inconsiderate and should be shut down. They take advantage of customers and essentially make their experience that should be memorable a nightmare. I hope that more people will cease to use Northwest until they take the time to reflect true customer apprecaition.
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