Northwest Airlines Complaint - Checked Baggage - Baggage fees on a bag I carry on routinely.
E-mail thread about a forced baggage check on a one-way ticket bought on Orbitz. They gave me my $15 bag fee back in an electronic credit when I fly again. RIGHT, I am going to fly with you again soon. I am sadistic and love being treated like dirt. NWA is really bringing down Delta's customer service standards very quickly. Delta should have let them go belly up.
I work for the Federal Government and travel frequently on various airlines. I was traveling from Tampa to Nashville today and when I checked in, I was informed that my bag would have to be checked and could not be carried on the plane. This is the exact same bag that I use when traveling for the Government and I have NEVER had to check this bag. I made the reservation on Orbitz and I feel that this is a direct
result of me not using NWA as the agent. I was billed $15.00 and when I got to the gate, there were bags that were larger than mine and they
were allowed to take them down the ramp. Some went on the plane while others were checked at the door of the aircraft. Piss poor customer service and rules when I know better. You are not
consistent at all. I do have choices when I fly and will in the future will strive to take alternate carriers when possible.
Submitted: 08/15/2009 10:10:44
Field1: nwa.com Check-in
Field2: Boarding Pass"
AND NOW THE ANSWER:
RE: Case Number 8027162
Thank you for sharing your concerns regarding the service provided while traveling with us. On behalf of everyone at Delta Air Lines, I
sincerely apologize for your disappointment in the fee you were charged for your carry on bag when you were required to check it.
I am truly sorry for your disappointment with our carry-on baggage policy and realize that you state you have travelled with this bag in
the past, and I also understand the policy was inconsistently applied. Regrettably, we are unable to verify exactly what was communicated to
you regarding the bag you were going to carry on. Please allow me to explain that for safety reasons there may be times when carry-on baggage
is limited or not even allowed. It is also important for me to mention that adherence to our carry-on policy may be monitored by the Federal
Aviation Administration (FAA). Failure to enforce the carry-on policy with respect to the size and weight of each bag can result in regulatory action against our airline.
We want to make travel convenient for our passengers and feedback like you have provided will help us to improve our baggage process and
overall customer experience. Be assured I will be sharing your comments with our Airport Customer Service leadership team for their internal follow up.
Respectfully, I am unable to refund the fee you incurred as I am unable to verify the actual size of your bag and what was communicated to you.
However, as a tangible gesture of goodwill for the inconvenience you experienced as well as the inconsistency of or carry on policy being
applied, we have reserved the following Electronic Credit Voucher(s) for you. The issue date is August 20, 2009.
An ECV can be applied toward the purchase of a new ticket. ECVs are not transferable and cannot be extended beyond their one year validity
period. Please keep this correspondence, along with the enclosed Terms and Conditions, since the ECV number listed above is required for
redemption. The ECV can be used online at www.nwa.com or when booking directly through one of our Reservations offices.
I hope I have been able to address any concerns you have about the carry on bag that you were asked to check. As a WorldPerks member, your
business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but also exceed your expectations.
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Lines