Northwest Airlines Complaint - Deceptive Layover Practice
MEMPHIS, TENNESSEE -- This is the letter to the president of Northwest Richard Anderson explaning my complaint:
It is always upsetting to travel but one looks to a dependable airline to make the experience as stress free as possible. I had never traveled with Northwest but my wife liked it so I decided to use your Airline on a recent trip to New York City.
On the return flight out of La Guardia we boarded the plane and proceeded to sit on the tarmac for one and a half hours. The pilot keep coming on saying the tower wasn’t giving him much information so he wasn’t sure why the long delay. This in itself doesn’t instill confidence in the Pilot or the Airline. The weather was beautiful and the pilot did say that the weather in the direction we were headed was good as well. Yet there we sat.
The discussions on the plane amongst the passengers conjectured that the Airline leaves the gate on time and then sits waiting away from the gate so as not to have to pay for hotel rooms for all passengers should it become necessary. I didn’t believe this theory as I didn’t think such a practice to be in the best interest of Business.
Once at my connecting flight in Memphis I ran 7 gates to watch my plane leaving the gate just as I arrived. Not only had the plane not waited just a few minutes for late plane arrivals but as it turns out the plane left a minute early (See flight status attached). That minute was the minute I needed to connect. I am now informed that Northwest cannot be responsible for my missing the flight as it was weather related. Well I thought perhaps the practice I had heard tell of in the plane by more experienced passenger could be true. I am sure the Better Business Bureau would agree that this is a sad idea.
I am now in an airport for 14 hours until the next plane to my final destination. The shops are closing up; airline personnel are sympathetic but unhelpful, what am I to do.
I don’t know how often this happens but the motel I finally ended up in for the night at my own expense, said the place was always loaded with passengers in the same situation.
In my mind it is the airlines responsibility to get the passenger to the connecting flight in time for him to make it, or take care of the accommodations if they do not, for any reason. We are helpless in this matter and rely on you to make the needed arrangements should things go wrong.
If indeed there are as many passengers spending their own money to cover for your delay then one day in the future you will pay in the long run. Most likely it will be in the form of bankruptcy which will put you and all your employees out of work. Wouldn’t it just be easier and make better business sense to pay for the motel.
The next time I fly, Northwest and your so called “Sister Airlines” are out!