Northwest Airlines Complaint - Ticketing Snafu
Over the past few years, my wife and I have been loyal and well-satisfied Northwest Airlines customers. In fact, we have racked up over 88,000 WorldPerks miles and have never before had any complaints. Unfortunately, the way we have been treated during an unfortunate incident over the past week is forcing us to reconsider our relationship with Northwest.
The trouble began on Sunday, November 14, 2004. My wife called the Northwest reservations center (1-800-447-3757) at 9:36 A.M. to place a hold on a round trip flight between Milwaukee and Denver. She received confirmation number for the reservation. As it turned out, we decided to cancel the trip, and so at 10:20 A.M., my wife called back (1-800-225-2525) to cancel the reservation. The agent she spoke to said that it would be no problem to cancel the reservation and that the same confirmation number applied for the cancellation.
We thought everything was taken care of, and so we were shocked to receive a trip itinerary and bill ($545.80) by email on Tuesday morning, November 16. Of course, my wife instantly phoned the reservations center to protest. She spoke with an agent – Joy – who not only refused to believe her, but also refused to allow her to speak with a supervisor. Joy told my wife that her only option was to credit the amount to our “account” with Northwest. She did not tell my wife that any cancellation fee would apply.
After we discussed the matter during the day, we decided to try talking to Northwest again. I called the reservations center on Tuesday evening and spoke with agent Jessica, who transferred me to her supervisor. Although I remained calm, the supervisor's attitude toward me was infuriating. She was extremely unsympathetic to our problem and the sarcasm dripped from her voice as she questioned my story. She also informed me that not only would we not receive a refund, but a $100 cancellation fee would apply to our “account.”
Although our phone records show that we placed the second call, certainly we can not prove the substance of what my wife discussed with the agent. For how were we to know we needed to record our own calls? We have filed a formal complaint with Northwest but it looks like we will be forced to spend $445.80 - the fare minus the hundred dollar cancellation fee - on other Northwest tickets.