Northwest Airlines Complaint - Flight from Boston to Minneapolis to Salt Lake City = DISASTER!!!!!
BOSTON, MASSACHUSETTS -- I am writing this in regards to a flight that I took on September 2, 2005 from Boston to Minneapolis then on to Salt Lake City (where I was going to be until September 5, 2005). I had this weird feeling that something bad was going to happen and sure enough I was right because when my dad and I got off our plane in Salt Lake City we went to the baggage claim to get our bags and sure enough they were not anywhere to be found - so I went into the NWA Office which was right near baggage claim to see what the problem was (including many other people that were on my flight) and the guy that I spoke with didn't really have a clue but was giving me the whole run around (including telling me I wasn't in Boston early enough when I was there 2 hrs, 15 mins before my flight even left..what did he want me to do sleep there overnight??)
He then told us that our bags would be on the next flight to Salt Lake City from Minneapolis (which was due to land at 4:50pm) at that time I wasn't very upset (because it wasn't the first time it happened to me) so I just proceeded to give the guy my hotel information and boarded my shuttle to head to Provo, Utah (where my hotel was). We arrived at the hotel at 4:30pm and shortly after that 5:00 and 6:00 both came and went and I had yet to see any of my stuff so I placed several telphone calls to the airline from my cellphone (and was getting mad at this point). The people I spoke with at the airline didn't have a clue either (which didn't surprise me at this time). After that I spoke to someone who was a little more helpful he told me that the luggage had been found (thank god!) and had left the Salt Lake City Airport around 6:30pm (I spoke to this person around 10:15pm) and he was very willing to call the delivery service but told me that the guy at the service didn't answer to he left him a message for him to call me at my hotel (I waited a half hour from 10:25pm to 11:00pm) and still hadn't heard anything back from anyone (now I was extremely mad because I had a long day of flying and I just wanted my clean clothes and to go to bed). I made another call at 11pm this time the gentleman I spoke with said the delivery service had been closed for the night (which I later found out was not true, BIG LIE!!!!) and the earliest time I would get my stuff would be 7:30 the next morning.
It just so happened I was downstairs in the hotel lobby talking to some people I was with on my trip and I see this guy pull up in a truck and pull two bags out of his back seat (one was mine and the other belonged to my dad), FINALLY I said I had what I wanted (it was now midnight). I talked to the man that had the bags telling him what the people on the phone said including that the delivery service had closed for the night and he said that wasn't true (they bring bags to hotels around the clock, thats where I found out he told me a lie before) so I think somebody needs to get their story straight and quick!
Then after I got my bags I got a bill that the airline wants me to pay them $18.00 (because my bags were rushed to the hotel, sorry but I don't consider 7 hours "rushed") so they have got to be kidding me, I could have got my bags back quicker if I was walking.
Then on my return flight home I know my suitcase was checked (I understand that for security reasons but for whatever reason the zipper was not completely shut and it did get open (the things that were missing were not very valuable to me and who knows where those items might be right now - a pair of flip flops and some other items) but I was very upset that all of my stuff was mostly out of my suitcase for all of Terminal E at Logan International Airport to see and let me tell you that I was not a happy person at all! There was not even on a lock on the suitcase because I know you can't have them now but I was able to borrow a suitcase where the two zippers clasped together (that doesn't take a smart person to figure out how to do that).
I'm a young woman and I fly frequently and will continue for many years to come whether it be to see family, friends, for work, for sports, for school, or just a vacation. This is my first time that I have flown Northwest Airlines and when my dad said he got tickets on Northwest I was kind of nervous (because of bankruptcy and the strike) but decided to go anyway. It will take some good convincing for me or anyone I know to ever fly Northwest EVER AGAIN!!!!!!!!!! In closing now I know why my best friend told me before I left that NWA stood for Never Will Again not Northwest Airlines. And by reading other consumer complaints on my3cents.com other people have had tough times with your airline as well so somebody better fix something fast before you people do go out of business.
(this is parts of a letter I sent to the Customer Cares)