Northwest Airlines Complaint - Unfortunate Behavior at Northwest Airlines
RALEIGH, NORTH CAROLINA -- When you visit the Northwest Airlines website, there is an entire section dedicated to ".. thank military personnel who bravely serve our country!"
However, this morning, they weren't represented as being at all thankful or gracious toward my brother, an active duty military specialist who completed an 18 month tour in Iraq this November. My brother was on his way home to see his adoring family for the first time since his return safely to the United States. He missed his flight to St. Louis, and was told "nothing could be done because flight insurance was not purchased."
Fact: Customers are PEOPLE. Human. We have occasional instances when we are imperfect, and need the assistance of A PERSON to lend a helping hand. I can imagine that my brother was late for a plethora of reasons... none of which he shared. He was, in fact, late. He doesn't recall an opportunity presented to purchase travel insurance, and the "Customer Care" representative did NOT offer him another flight option. In fact, he was offered nothing. They basically stated there was nothing they can do, there is nothing that can be done, and he was stranded at the airport.
Fact: We live in a time of many choices in regard to whom we choose to do business. Our money is power. We, as consumers in this capitalist country can choose to fund the operations of businesses offering services meeting - at least - our basic expectations as paying customers.
Fact: We live in a digital age, and I have the freedom of speech. I will resonate my discontent across the world wide web with Northwest Airlines' inability to assist a client . Everyone will know what distasteful service they delivered to a soldier returning from Iraq who hasn't seen his family in over 19 months as of December 20, 2007. They offered him Nothing.