Northwest Airlines Complaint - Price Gouging
Customer Complaint Department
On September 15 I booked a round trip ticket on your airline from Cedar Rapids, IA to Richmond, VA for a vacation for a fare of $344.80.
I called your airline today to tell you that I would not be taking the outgoing flight since I would be driving out to attend my Mother’s funeral, but I would still need the return flight. Your lady on the WorldPerks Gold phone desk informed me that I could not cancel part of my original flight and that I would have to purchase a new ticket. Also, since my original ticket was non-refundable, I would likely not be able to transfer the money that I had already paid for that ticket to any new ticket. A one way fare was quoted at over $600 and a round trip ticket (from Richmond to Cedar Rapids and back at some unspecified date), was over $800.
I told the phone lady that this seemed a little bizarre and she said that she would “check with her supervisor” as if we had all not heard about that stunt from car salesmen. She returned and said that there was nothing she could do, but she would allow me to transfer my original fare to the new fare. But she would also have to charge me $100 as a “processing” fee.
Now, let’s see – I had already paid for both the outgoing and return flights - $344.80. Now, to not use the outgoing flight so that I can attend my Mothers funeral, you wanted to charge me over another $400! For a seat that I had already paid for!
I find this behavior unacceptable and unethical. I accepted the charge – as I had little choice since I need to get back to work from Virginia.
I have been a long time customer of NWA, a member of your frequent travel program for 15 years with a total mileage on your airline of 1.34 Million miles.
I am sending this note to you (although I know that you don’t care).
I am also sending it to – at a minimum:
My company travel department
Expedia, Travelocity and other on-line travel folks
The FAA complaint department or the appropriate federal agency once I figure out who that is
The Iowa and Minnesota Attorney General office – or the appropriate state agencies
The Cedar Rapids Gazette
Whatever the local paper is in Minneapolis
Others that occur to me over time.
I realize that this will take a considerable amount of my time – but you have really annoyed me by your behavior.
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