Northwest Airlines Complaint - Lack Of Customer Care
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.