Northwest Airlines Complaint - Northwest Airlines Botches Unaccompanied Minor Travel
My six year old son flew for the first time as an unaccompanied minor on Northwest Flight 1549 from Minneapolis to JFK. I was repeatedly assured by NW employees on the phone and at the Minneapolis airport that my son\'s mother would be allowed and expected to meet him at his gate at JFK. She arrived an hour before the flight with her ID and was told to wait in a specified room and our son would be brought to her. When she informed the NW employees that she was assured that she would be able to meet him at the gate she was sent to see no fewer than five other employees. When she was finally allowed to go to his gate she was told that my son had been placed on a bus and was being taken to a waiting area at another terminal. He had been assured that his mother would meet him. He was finally brought to her half an hour after his flight had landed. He was, thankfully, fine, resilient lad that he is, but his mother was understandably upset by the events as was I. After I contacted NW Customer Support at a non-800 number and waited nearly fifteen minutes for an agent, I received an apology and the offer of a hundred dollar flight voucher for a future flight. I explained to the agent Nick, that I was interested in neither. What I wanted was for him to take down my complaint and to have someone research the situation and get back to me with an explanation of what happened and why. He informed me that my complaint was being duly noted and would be passed along to the relevant people so that this would not happen again. I responded that my confidence level in NW assurances was not high and wanted someone to get back to me. He said that was not possible but that I could file my complaint on-line and someone would get back to me. Surely, it was not impossible for me to receive the service for which I asked, simply inconvenient for him and /or NW. They prefer me to e-mail. I preferred, after their botching the treatment of my son the unaccompanied six year old minor, to speak to a live person and then receive a response, which could have been via e-mail, expalining the how and why of what happened and what steps were being taken to rectify the situation. I didn't want a hollow apology nor a flight voucher from an airline so unwilling to address my request after their screw up.