Northwest Airlines Informative - Just Tell Me The Truth....
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 be 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.