Northwest Airlines Complaint - Incompetent Agents and Horrible Customer Service
Letter I wrote to NWA: I was scheduled to fly from OKC to IND on 1/28/09, but I am 26 weeks
pregnant and very sick. I have a physicians note
documenting that I cannot fly.
On 1/27/09 I spoke to aa NWA.com and reservations agent to see my best
course of action to reschedule my flight. I was
told that I could cancel my flight and would have until 1/28/10 to
reschedule a trip. I specifically asked the reservations agent
if I would lose any ticket value or pay any fees for this change. I was
told by the agent that I would not. I now understand
that this information was incorrect, but it is clearly what I was told.
Today I tried to rebook my flight for Feb. 5 to Feb. 12. When I search
flights 6385/6104 outbound and 6284/6339 return on
NWA.com, the total price of the flight is $238.90. My e-cert value is
$226.89. Given what I was told my the reservations
agent, I expected the cost of the ticket to be $12.01, but the cost to
exchange the ticket is $1390.02
I immediately contacted the reservations department to try to resolve
the situation. I spoke to an agent and to a supervisor
name Sonia. Neither were friendly or helpful. When I asked Sonia if I
could speak to her supervisor, I was told that there
was nobody higher than her within NWA that could help with this
To say the least, I am extremely frustrated with this situation. I
understand that the information that I was given was
incorrect, but it is not my fault that I received false information. If
I had been given the correct information, I would have used
the weather waiver option and moved my outbound flight at no fee.
I hope that you can assist me by waiving the reschedule fee to book a
roundtrip between OKC and IND from Feb. 5-12.
You're assistance is greatly appreciated.
Response I received from NWA: Thank you for writing about your unused ticket. On behalf of Northwest
Airlines, we sincerely apologize that you were unable to travel as
I am sorry to learn that you had to cancel your travel plans and can
understand your disappointment with the reissue fee and fare difference
charged to change your nonrefundable ticket. I apologize if you were
provided any misinformation. Please allow me to explain that a fee and
fare difference applies even if the decision to cancel or change planned
travel is due to an illness or other circumstance that was unknown at
the time the ticket was purchased or is beyond a customer's control.
Respectfully, we must adhere to the terms of the ticket each passenger
has purchased and I must decline your request for a waiver of the fees.
I know this is not the response you were expecting and I apologize for
I want to thank you, Ms. Strack, for taking the time to bring this
matter to our attention. Again, I am very sorry to disappoint you. Your
future business is important to us, and I hope you will continue to
choose Northwest for your air travel needs.
Northwest/KLM/Delta Air Lines