Northwest Airlines Complaint - Northwest lied to us
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.”