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An icy fossil that survives only because Southwest apparently dislikes cold weather, Northwest is perhaps the most rigid U.S. airline when it comes to making even the slightest accommodation to the customers who keep it in business.
The complaints in this section illustrate how unnecessarily miserable travel can be if one chooses the wrong carrier.
Here are a few of the more recent consumer comments:
Anthony of Norfolk VA (07/22/08)
I had a seat reserved on Flight NW0345 for July 18, 2008 to pick up my 10 year old daughter from camp in Michegan. When we discovered I had to be there a day earlier, I checked the NW website (NWA.com) regarding standby procedures and read that I could fly standby on an earlier flight on the same route for an additional $25. The statement on the wed site was very confusing in that it also talked about a FlyNow or some such other program, but the way it was written it suggested that the Flynow program only had to be used that same day, as opposed to standby. I also called the reservations number asking for clarification and was told the local ticket counter could make the decision about letting my fly standby and it would be up to them.
When I got to the airport at 5:00 am on the 17th, the local counter people refused to help me and simply shoved a phone at me and told me to call another reservations number. I explained all this to that person and even though there were about a dozen seats empty on the flight, I had to pay an extra $800 to fly that morning. One day after the trip I emailed NW related my experience and displeasure requested a refund. They replied that I had to pay the extra $800 so my fare was equitable to those who wanted to book a whole new trip at that last minute. They did not at all address my concerns about what I thought was a purposely misleading website regarding their standby flights, nor the refusal of their counter ticket personnel to help nor the outright lies told by the reservation personnel.
I had to pay an additional $800 just to fly one leg of the same route 24 hours earlier -- which was more than the entire roundtrip ticket cost originally!
Mark of Waltham MA (07/18/08)
I paid almost $1000 for a round trip ticket from Boston to Ann Arbor. I was returning to Boston on 6/16/2008 leaving Detroit Airport at 5pm. I wanted to change my time to 1:30pm, I tried to do this at their website but was unable. I called their their help line and asked if I could go to the airport and go on standby for an earlier flight. I asked several times if I could go to the airport and change my ticket I was told no and had to do that over the phone.
In the end I was changed to a 1:30pm and charged $100. I went to the airport and found others changing their tickets to earlier flights for $25, needless to say I was not happy and called their CS hotline to complain. The best they could do was apologize and offer me a $100 travel voucher which suck. I think their reps are very dishonest and are more interested in their commission rather than helping customers. I hope never to fly northwest again if I can help it.
Cost me $100 when it could have been $25, they will send me a $100 non transferable coupon from my travel, totally useless to me.
Nina of Norman OK (07/17/08)
This letter is the cpmplaint I filed with NWA, and I have yet to hear from them: I would like to start off with the understanding that I am aware of airline policies and compensation for delayed and cancelled flights due to severe weather. It is unfortunate the way the airline industry in going economically it is not cost effective to compensate passengers with hotel rooms or car service/rental cars when they are stuck overnight in an airport.
I was traveling with a friend and our flight was delayed and we had a connecting flight in Detroit our final destination was NYC through JFK. We endured a very disrespectable and unproffessional employee a Mr. S who was both rude and violent in his tone and manerism. This employee through his communication device (walkie talkie down on the desk at the gate after becoming frustrated due to inquiries about our possible missed connection in Detroit. Gladly that was the only problem on our trip to NYC.
Jasmine (travel companion) and I flew on NWA 9084 on July 13, 2008. Due to severe weather we missed both our connections to our final destination OKC. I believe that NWA in LGA were aware of the possibilities of delayed or cancelled flights to ATL prior to us boarding and gave my companion and I no notification of this and there for made no effort to reroute our travel plans. Due to this one poor customer service decision we were stuck over night at ATL airport with no compenstation of hotel and we both missed a day of work.
I frequently fly and due to this experience I have learned that it is not cost effective for me to spend my finances on NWA. It is unfortunate in this day and age with the economy being the way it is and the airline industry being so competative that NWA does not make every effort to ensure the best quality of customer service that it can offer.
I lost eight hours of work, financially that was about $100 dollars. I had to pay for a hotel and car rental because all hotels near the airport were booked and that was another $200. I also bought breakfast and lunch which was about $20. . I have not received and apology or compensation from NWA.
D of S CA (07/09/08)
I have worked for NWA for over fifteen years, and have known of theft occurring long ago. Although I would never imagine the men I work with to be untrustworthy, the ramp area is shared with low-paid contract employees of other airlines. These other workers are questionable and could even be gang members. Not all checked luggage that is set aside or has to wait overnite is locked up securely as should be. More importantly, you should be extremely concerned with the knowledge level and treatment of the maintenance personel of the airline you're flying.The FAA is spread thinly and cannot know everything.
Lois of Sault Ste. Marie OTHER (07/03/08)
I am emailing a complaint concerning my flight from Memphis to Detroit on June 2008. As my husband and I got seated, we noticed a large amount of paper towels taped above us next to the seat belt sign. We never thought too much about it at the time. While we were taxing out to the runway I felt water dripping on my leg. As I looked up the whole gob of paper toweling (which was sopping wet) fell on my leg and the water continued to pour down on me. We brought the situation to the attention of the attendant and he said it was an air conditioning problem and handed me a few small blankets.
At that time the announcement came over the PA system that we were ready for take off and I couldnt get out of my seat plus the seating on the aircraft was completely full. These blankets were next to useless because they were a non-absorbent material. The flight attendant at no time during the flight came back and asked if I needed any more assistance. By the time the airplane took off my slacks on my right leg were completely sopping wet. Once the airplane got into the air, the water stopped until the last 10 minutes or so of the flight.
During the flight my husband asked the attendant if I could have an aspirin because I had developed a headache and I was extremely cold from the wet. He was told there werent any. I sat for 2 1/2 hours wet and cold. This was bad enough but what really upset us was the lack of concern and complacency of the flight attendants. We waited to be the last ones off the airplane because we did not want to create a scene.
On exiting the airplane at Detroit my husband even brought it to their attention again and still little response. Unfortunately the nightmare does not end. Later that evening my husband realized that he left his MP3 player and case behind (valued at $130.00) probably because of all the blankets around our seating area and the confusion of everything. Simply stated we are very upset with the whole ordeal.
I got a headache while cold and wet on the plane. One week later I am still experiencing slight headaches. Possibly the air conditioning liquid was toxic and my headaches are a side effect.
Marty of Fair Grove MO (06/28/08)
I was booked on Flight #NW5793 on June 27th. Memphis to Springfiel,MO. The airport check-in personel anounced that the planes lavatory was not working on this flight. Ok, it was only a 45 min. flight. We all boarded and settled into our seats and fastened our seat belts. (Full flight) Outside temp 86 degrees. The pilot made an anouncement that the APU on this plane was not working. This is the A/C unit that powers the A/C after the plane dedatches from the ground surport A/C system till the plane gets into the air where the jet engines power the A/c system during the flight The pilot said that the part would take to long to install and thusly we were going to take off with out installing the APU.
This has happened to me three times in the course of the past 30 days I have been flying with [them]. I can only conclude that I have been booked on this same plane all three times or [they] have a serious problem with the APU part on several planes. I am a Senior VP.in one of the nations largest hotel chains. If you checked into one of our hotels and when you reached your room and found that the restroom did not work and the air conditioning system did not work you would be back at the front desk demanding your money back or at least another room that worked.
How can [Northwest] defend this terrible treament to paying guests that are paying higher airfairs these days? Not discounting wonderful associates that are trying there best to offer first class service to flying guests on these flights? Does NWA not care enoght to keep your planes flying in first class condition?
Tom of Mcfarland WI (06/25/08)
on hold by agents, dropped 3 times, upgraded to first class my family of 4, called and told one could not be upgraded to first class, called and found an agent that saw all the history and she got a supervisor on to upgrade my daughter to first class, next day looked and there were no first calss tickets issued online, called and was told that it would be impossible to upgrade my daughter to first class, told them she was already upgraded and thye said that they could not honor the mistake an agent had made....
4hours of my time and total frustration from a company that does not have an ounce of custeorm service in its company....cant call any of the adminitrators, email, ---that tells teh story ritgth there. My company i own that spends upwards of 2 million a year on travel will do everything possible not to be on Northwest
Ben of Papillion NE (06/25/08)
I flew Northwest Airlines a couple of months back. On the way out I was late to the airport due to a speeding ticket (obviously my own fault). When I got to the airport they would not allow me to check in for my flight because it was within 30 minutes of departure time. This is understandable and I have no problem with that.
The people at the ticket counter could not help me rebook a later flight, they essentially cannot do anything except weigh your bag and slap a heavy tag on it. They directed me to a single black phone on the desk which was already in use. After waiting 15 minutes for other disgruntled passengers to use the phone I got my chance. The unhelpful lady on the other end wanted to charge me a ridiculous fee to rebook but told me I could do it myself online for cheaper. Flying standby was not a great option because we had multiple connections and there was more than just me traveling.
I went to their website and it allowed me to modify my current itinerary. I selected to only modify the outgoing leg of the trip and selected a later flight, paid the difference, and got on the plane.
A week later when I arrived at the Miami airport to check in for my return flight I found I had not reservation. Apparently what happens is when you miss the first flight the entire itinerary is canceled. Fair enough, but when you go on their website it shows your original itinerary and allows you to modify it without ever indicating the original flights were all canceled. So by modifying the outgoing legs but choosing to leave my return flights the they were (which is what I desired), I ended up with no return flights.
The Northwest reps in Miami were useless and said they had no supervisor I could talk to. They directed me to the single black phone where I again had to wait my turn. The lady on the other end, while pleasant, told me there was nothing she could do and she also had no supervisor. Essentially there is nobody that works in Northwest customer service who actually has any power or decision making ability. She said my only option was to book a one way ticket for the return flight and then submit a claim for reimbursement when I arrived home. She suggested I email rather than call because you'll never get a person if you call.
I eventually gave in, booked the ticket, and flew home. Despite her advice I tried to call Northwest. All I received was a looping recording that repeated their website address and their mailing address. So I went to their website and submitted the complaint, detailed the whole story, and asked for my refund. I never received anything in return. Not even an acknowledgment of the complaint.
I called my credit card and had the transaction blocked hoping this would get Northwest to at least speak to me. However, my credit card eventually dropped the block because I had agreed to pay the one way ticket and the customer service rep telling me I could get it refunded did not represent a verbal contract. That is where I am now and I don't believe I will ever get anything back from Northwest.
They are in a service industry yet they have no customer service whatsoever. All I can do now is never fly Northwest again (and I am a very frequent flier) and encourage everyone I work with and all of my friends and family to never do business with them. So if you're reading this, save yourself a massive headache and potentially hundreds of dollars and fly a different carrier.
A $192 round trip ticket turned into a $1500 ticket and nobody from Northwest Airlines would even respond to my complaint in any way whatsoever. I fly very often and so do a lot of people I work with. I will never fly Northwest again and I tell everyone about my experience. I have already easily cost them more business than they took from me. I had three trips is the last month, some with three or four coworkers, that I would have normally flown Northwest but we chose a different carrier.
Johnson of Houston TX (06/21/08)
Well it was a very windy and rainy day in albany and we decided to check in early for out flight to Detroit. We got to the ticket counter and began to check in and found out our seats we not together and traveling with 3 kids you need to be together. So we spoke to James on the ticket counter who was wonderful while checking us in and he managed to seat us all together.
So we all go up to the gate hope to leave then we find out our plane has been cancelled. So we go down stairs to get rebooked hoping to get home that day and the line is so long. So after about an hour we get James again at the ticket counter. after repeatedly appologising for the cancellation before I can open my mouth to ask what our options are he hands me more boarding passes for another airline to get me home to Dallas. He told me that when he found out the plane had been cancelled he promptly booked me elsewhere. This is what I call customer service. We got home 2 hours late but we got home that day. I just hope that other customers who got James at the ticket counter were as pleased as I was...
Dr. of Plymouth MN (06/18/08)
I've flown many times out of Minneapolis on Northwest. I have no complaint against Northwest. I'm beginning to fear my standards just aren't high enough if I'm so easily satisfied. Their employees have been courteous and with a few exceptions with awful weather, they were on time. I did have a long sit while they deiced the plane. I'd rather they do that than skip it. What I will complain about is the rude, capricious and as far as I'm concerned worthless Transportation Safety Administration. I'll avoid air travel to the maximum extent possible as long as I have to suffer those folks.
Edison of Jackson Heights NY (06/16/08)
on june25 2007 i bought a ticken on north west airlines website. after reading the term and conditions of refunds, i decided to refund before 24 hours, when i tried to refund nwa did not acept my refund, i spoke with the refund department and they did not helped me, the did never answered my phone call. i tried many times using mi american express card, writting many leters but they dont want to refund ,i explained that i canceled the ticked before 24 hours but they don't believe, and also i tell them extend the ticket because they promised me to extend but until now they don't want it. so i neeed help because North west airlines have given hard time and become sick, my wife is pregnant and mi child is autist. please somebody could helped me
John of University Park IL (06/15/08)
My wife bought her and my 10 month old son's tickets online and printed them out to use the curbside baggage check. She waited a reletively short time in line to get up to the curbside check-in, who told her that she needed to go the regular check-in to check the car seat for the baby.
A half an hour later when she got to the front of that line, she was told that she would probably miss the flight due to a long security line, the flight was leaving in 13 minutes. She would need to reschedule her flight at a cost of $100. The next flight was over 4 hours later, so she told the representative that she did not want to check the car seat at this time, so that she could leave the airport. The rep who rescheduled her flight, momentarily forgot she said this and sent the bags through. The rep tried to retrieve the bags after finishing the reschedule but then told her that she could not get the car seat back. So she waited in the airport holding my 10 month year old for over 4 hours and we ended up paying more than two times the price of the ticket for a short flight on northwest airlines. I'm not making the mistake of flying northwest airlines any more.
Glenna of Kent WA (06/12/08)
On Thursday, June 5, 2008, I flew on Northwest using my mileage plan miles. I was on Northwest Airlines flight 168 from Seattle to Minneapolis. I want to report an injury incurred during flight. I was sitting in my assigned seat 32D and when we were given approval to recline our seats I did so. The man behind me told me to put the seat back up. I did so throughout the flight but anytime I moved he started to give me a hard time calling me names. The woman beside me also could not believe his behavior.
I finally told him to stop whining and that the flight attendant could help him find seating with a lot more leg room in the back. (I had looked to see if there was ample room in case it kept escalating and there was). He told me So you really want it that way? I said yes and he kicked with either both knees or feet but my seat jolted forward with much force. The woman beside me turned around and she was very angry with him as well. I turned on the flight attendant button because at that point I was very afraid. The flight attendant came and told me I had every right to move the seat, but he was very agitated so she asked me if I would move, so I told her I would only move forward because I did not want to get off behind him. I moved and by that time I was in tears from this incident. The flight attendant was very nice and concerned.
The middle of my back keeps getting more painful and it is very uncomfortable to work sitting at my computer. I went to my Human Resources Department and explained the situation. They advised me to call and write you regarding this incident and to pursue seeing a doctor. I would like to file a claim to Northwest to cover any medical bills incurred from this unfortunate situation.
back injury
Charles of Macomb MI (06/10/08)
My two sons and I are going to Orange County, ca. for a memorial service for a great relative who died two weeks ago. I booked into San Diego, but both of my kids booked into SNA (John Wayne) I tried to see if I could change my destination, but was told to go on line. I defy anyone with common sense to try to change anything on NW website. These people are deaf to customer complaints or inquiries.
I am left to go an extra 30 miles to airport in S.D., but how easy would it have been to re-route me to SNA, not exactly rocket science, I had used miles to upgrade to 1st class and I guarantee there were open seats, but I never had a chance t0 talk to someone who could/would do anything-- As mentioned before--We make at least 4 flights a year (sometimes more) from Detroit to Orlando, and believe me, I will never fly this route on NW
Sharon of Lasalle IL (06/09/08)
On 6/08/08, we left Orlando Airport on Delta Airlines at 10:31a.m. to connect with Northwest Airlines in Detroit by 4:15p.m. All went smooth with Delta until we arrived in Detroit to make connection with NWA. After arriving at Northwest Air gates by 4:20p.m., we were suppose to depart Detroit at 7:15p.m. and arrive in Bloomington, IL. by 7:53p.m. There was a thunderstorm at the Detroit airport at 5:00p.m. moving East.
Northwest Airlines started moving our gate from one end of the terminal to the other and back, for the next 6 hrs. for a total of 8 gate changes! After many customer complaints and a gruelling day, we were the last flight out at 11:20p.m. traveling on a turboprop with a flight crew who couldn't wait to throw us off the plane in Bloomington, IL. so they could go drinking!! Things weren't much better at the Bloomington Airport. After a 1hr. 20min. flight to Bloomington; there was no one from Delta or Northwest to see to passenger dilemmas. The airport luggage carouselle went around about twice and they shut it off; not allowing anyone time to use restroom and get there to pick up luggage. This left a few passangers with small children standing there unable to get to their luggage.
There was no one there to help solve this problem and they were literally turning out lights on us to encourage us to GET OUT so they could close up the airport and go home! This is totally unacceptable. We will NEVER fly Northwest Airlines again; IF, I EVER fly again! We could understand the flight delays due to weather; but there was no excuse for the mishandling of the entire situation by Northwest Airlines. They had no sensible explanation for moving us so much to different gates.
This entire fiasco cost us more in time and money than planned; even allowing for possible delays. My husband is diabetic and must eat at regular intervals. There were no considerations made for any of the passengers needs by Northwest Air during the entire process. Northwest obviously has no plan in place to handle such fiascos. We had a 1hr. drive ahead of us from Bloomington to get home; getting us home at 2:00a.m. My husband had to get up for work at 6:00a.m. on 6/09/08. This is not good for a diabetic person.
Robert of Middleburg FL (06/09/08)
I work over seas and travel home 3 times a year using Northwest. I've saved over 120,000 miles to use on a trip for my family. Northwests web site shows that you can take a round trip from the states to Asia for 60,000 miles per person. When I tried to book and get my wife and daughter a free round trip ticket they said there were non available. I went as far at 13 months ahead and still there were non available.
Instead they told me I needed 240,000 miles for the free ticket, or 60,000 and 950.00 per person for a round trip ticket. There web site doesn't say anything about black out dates or availability. No where on there web site did it mention anything about 120,000 miles per person for a round trip.
This extra cost of 1900.00 really cut into my budget for our family trip. I emailed Northwest with this complaint and NEVER received a response or an explanation. If I had known about the extra cost or the extra miles needed up front I could have planned my trip better and been a pleased customer but instead I'm angry and not happy with Northwest. All I would like them to do is put on there website what the actual cost would be not wait until I'm ready to book and then get hit with a 1900.00 bill.
Praveen of Minnetonka MN (06/04/08)
I Was travelling northwest airlines from hyderbad,india to Minneapolis At the boarding area nwa rep took my hand luggage saying there is no room in the aircraft and I thought they will hand over my luggage as is in minneapolis but all the checked luggage arrived minneapolis but not the one which they took at the boarding area. As soon as I noticed I submitted a claim at nwa baggage claim.
After 15 days my I received the hand luggage and the valubles are missing in it. Again I called the central luggage nwa and reported the lost Items in my hand luggage and they told It will take 30-45 to Investigate on this but we didn't received any Information that they are investigating on my missing Items. The worth of the missing items is around 15000 US dollars.
Stolen all the valuable goods from the hand luggage. I thought my journey with NWA is risk free but it's total risk If you are checking the luggage.
Joyce of Glendale WI (05/28/08)
We end our cruise on the morning of 5-18-2008 at 8:30 am. We got to the airplort in Fort Lauderdale around 9:30am. We didn't fly out until 4:20pm. I think this is just intolerable. To spend an entire day in the airport and get home at 11:30 pm at night is just very bad planning. There were 16 of us and we have cruised a few times with you and never had thise type of bad planning.
In the future I would appreciate getting home much sooner especilly since I had to go to work the next morning, it made for a very long day. I hope in the future we won't have to encounter such a delay and also bad seating on the airplane.
I had to work the next teaching 25 children and after such a wonder cruise I ended up coming back to work all hyped up.
Claudia of San Diego CA (05/20/08)
I have in closed is a letter I wrote to the NWA and they only offered a certificate to fly again. I will never fly that airline again. I wanted someone else to be aware of the conditions and attitude of this airline. Thank you for your time.
First we had paid for first class round trip to Europe and back to San Diego, only we could not get a flight from Detroit to San Diego that was first class! I had been trying since we got the tickets( about 8 mos.) even though there where two seats open and we offered to pay the difference! We had a six hour lay over and where not able to move to an earlier flight!
Than when we entered the plane it was disgusting! The kitchen area was so dirty I stated it was disgusting! The first class area also was terrible, than we got to the back of the plan and it was even worse! There was mold/ dirt allover the lights, armrests, and the bathrooms. The overhead lights would not stay on they would go on and then go off by themselves. The air vents did not work and the staff acted as they could care less if things worded or not. I was the worse plan I have ever been on including a prop back in the sixties. I felt like I was on the flight slums fight from hell.
We both are sick now and know it was from this flight, think you need to address this issue. I will be contacting the FAA and having them investigate also. It was a horrible way to end a wonderful trip we had been planning for five years!
Javaid of Canton MI (05/11/08)
I am flew from Shanghai to Tokyo in business class on NW 26. When I got the brunch menu it had only bacon dishes on it. I told the flight attendant that I am Muslim and also allergic to bacon, she said then do not eat.
Little later the second flight attendant to take the order I told her the same thing that I am Muslim and allergic to bacon she said the same thing that the first flight attendant told me which was then do not eat.
Little later the third flight attendant came and asked me what would I like i told third time in less than half hour that I was Muslim and allergic to bacon she said the same thing that the previous two flight attendants had told me which was then do not eat I do not mean to imply anything but all three flight attendants were Chinese and all three of them were very rude in their dealings.
I flew from Detroit to Seoul to Shanghai and did not have any problem with any of these flights. I was traveling in first class you can only imagine how your crew must be treating the people in economy class. I would have ben better off in economy at least I would have the option to buy something from the main cabin.
This whole fiasco started when the plane was still on the tarmac and NWA had ample time to get me something from one of the restaurants on the terminal. I suggested that to the first flight attendant that gave me the menu card she told em very rudely she would not do that. I asked her if I can go to the restaurant on the terminal to buy something to eat but she said you cannot. I am diabetic and need small meals at regular intervals and since had no problem on my flights to Seoul and Shanghai I was not expecting any problems on this flight either, if I had the slightest idea I would have kept some snacks with me.
The attitude of these Chinese flight attendants was not only rude but also inhumane. If I can fly in first class I have no problem in buying my own lunch and would have preferred to do that . What is the point in offering the choice if everything is bacon. I will like someone in responsible position in NWA to call me to talk about this. Is this the way NWA airlines treats its first class international passengers that have the elite status. If I do not hear from NWA manager until May 15, 2008, I will pursue whatever action deems fit to resolve this issue to my satisfaction which could include sharing this info with major TV news channels and legal action.
Jay of Springfield VA (05/04/08)
My brother died. He requested he be buried in Minnesota with his twin, a military funeral.NW claims they have a Grievance Fare I tried to book it. The NW says, There is no grievance fare. The NW Operator said? To get that low price you must fly on Friday and stay till Tuesday.?
Three extra nights in a hotel and of car rental, How grievance is that?? NW has no heart.
Carol of Martinsburg WV (04/30/08)
On April 22 of this year, my 2 daughters and I left BWI Airport on NWA Flight 5941 bound for Northwet Arkansas Regional Airpot (XNA) with a change of planes in Memphis TN. Our luggage was checked through at BWI. (against more seasonal-travelers' advice) When we arrived in Memphis, the weather was horendous, with intermediate torrential rain. Our flight to XNA was delayed more than 2 hours, for one reason or another. Upon arrival at our destinaltion, all three pieces of luggage were soaking wet, necessitating using the entire evening drying our clothes and missing out on some of the festivities. The clothing was not for vacations, but for my grand daughter's wedding, with new wedding apparel, purchased for the event. The clothing was so wet that when wrung out the water poured out. My daughters' black leathter belt had bled onto her her white slacks, requiring soaking and spotting the stains all night, (her slacks did come clean. I had sent my new outfit by UPS prior to our departure).
Additionally,I had pre-reserved two wheel chairs to meet all of our departures and arrivals. It was like pulling teeth to get wheelchairs both coming and going home at this airport. On the return flight, I had time to check the baggage carts and all had tarp coverings available and the access back into the terminal building was close by. The least the baggage handlers could have done was pull the tarps down over the bags. The trip home was uneventful.
There was no damage to the packed items. Only the emotional turmoil caused by the incident and the loss of fun time festivities. The least expected would be an apology from the supervisor of the baggage handlers at Memphis Airport and some sensitivity training for the handlers regarding other peoples' personal belongings.
Paul of Chicago IL (04/23/08)
Last summer, traveling back from Mexico through Phoenix then Detroit my flight from Mexico to Phoenix was 20 minutes late arriving. No problem, I thought, I still have 40 minutes to catch my flight. I hurried to the gate to find that Northwest had sent the flight on 25 minutes early because of weather. I missed the flight.
I was put on stand-by for the next flight four hours later, but no openings. I went on stand-by for the following flight, another 10 hours on, but no openings. I was getting desperate, I asked the gate agent what I could do and her response was (verbatim), you gonna' be here a long time, all the flights are gonna be full for days and she laughed at me.
At this point it was late and (instead of dealing with the gate agent) I went to the ticketing agents to get a hotel voucher. All they would offer me was a $45 hotel. I couldn't spend that much, and wasn't it their fault anyway that I was stuck in Phoenix? I slept in the airport and got on a flight at 10:00 the next morining. I cannot beleive the lack of compassion from Northwest for a situation that was clearly their fault.And the gate agent laughing at my plight, is un-forgiveable.
Total time in airport: 34 hours. I travel for business and to this day I avoid Northwest as much as possible.
Martha of Bemus Point NY (04/14/08)
We were told that the flight was canceled because of weather, then mechanical when indeed it was because there was not a plane available. The reservation investigated and told me this. Because of this and the telling us we could not get out until Tuesday three days later, we had to pay for our hotel room which we were not able to use because of the 72 hour cancellation period. They said they would refund our ticket money but not our hotel room. We had to cancel our vacation plans because we could not afford to pay the 900.00 for the hotel that we would not be in until Tuesday. After canceling I checked
the internet and there were flights available the next day and many on Friday. We were lied to about the reason the flight was canceled as well as when we could get another flight. Northwest said we deeply apologize.
We need to be compensated for our loss.
The gas up and back to Erie, The hotel room for the night we missed, the parking fee, and our week in Florida with our family. They should at least give us tickets for a future vacation.
We are sitting at home right now while our family and friends are vacationing without us in Florida. We planned and paid for this vacation four months ago.
Ken of Chicago IL (03/24/08)
On Tuesday, March 18th, 2008, I was on flight 1242 from Chicago to Detroit. This flight was delayed by about 15 minutes: not to worry. However, on the ground in Detroit we were delayed roughly half an hour because we couldn't get into the assigned gate and the pilot stated that the ground control couldn't get us another gate. Still, not to worry, by the time I got off the plane, I still had 45 minutes until the plane to Bangor, Maine was due to leave. However, the incoming gate was at the far end of terminal A, and the departing gate was at the opposite end of terminal C. I hustled literally from one end of the airport to the other just in time to watch the gate pull away from the side of the plane. The employees at the gate were much less than accommodating and they actually seemed to enjoy watching me slowly lose my temper over the airline's lack of felxibility. I managed to find out the supervisor's name. I spoke to her about the problem and to whom I should complain. She told me to complain through the internet site. Furthermore, she refused to give me a specific name: i.e., who was in charge of this debacle. It occurred to me that customer service means knowing how and when to bend the rules. I suggested this to her. According to her, the reason the gate could not be brought back for the two customers involved was security. Control tells us what to do. Having talked to other pilots and gate representatives, I learned that replacing the gate is normally at a pilot's discretion. To remedy this situation in the future, I would suggest that finding out the details when a passenger is delayed and forwarding this information to a connecting gate should be the rule and not the exception. Furthermore, two or three minutes worth of delay getting into a small airport, which is also the end of the line (e.g., Bangor)won't cause much consternation. Those two or three minutes can be made up via airspeed adjustment. Rules do not fit all occasions, and common sense should dictate customer service actions.
Aggravation and lost sleep
Julianne of Brooklyn NY (03/24/08)
I purchased a ticket on Northwest Airlines website and after I confirmed the purchase the website defaulted the date to the following day. I noticed this later and called the airline only to be charged $122 for changing it to the original day. The ticket agent I spoke to was the one who explained that the website often defaults this way so the company is aware of the problem and not only have they not corrected it, they are charging customers for their error. I have written to them several times and they are refusing to take responsibility and return the moeny.
I was chared $122 to travel on the day I booked the flight for.
James of Chapel Hill NC (03/08/08)
We purchased round trip flights from RDU to SFO for our anniversary. Upon arriving at the RDU airport this morning, we first attempted to use the e-kiosk to check in. When this did not work, we got in line to speak with a customer service rep (George) who already appeared visibly agitated - this was at 8:00am for a 9:00am flight. George asked me where I was traveling. I told him through Detroit to San Francisco. He responded by laughing at me and told me that I could not get on my flight because it is overbooked and that I needed to get in another line. George did not look at my reservation when I offered it to him and did not look on the computer. I stated that I already had purchased the ticket and should be on the flight, to which he brusquely responded that it was "too bad". I commented that I found him rude and unwilling to help, and his response was "That still doesn't change the fact you can't get on the flight, move to the other line". It is worth noting that there was only one person behind me who was on the same flight, so we were so we were not creating a line or presenting a problem.
At this point, I was becoming angry and firmly but respectfully stated that he was very inappropriate. He shrugged his shoulders and said, "I still can't do anything for you". At this time, I did then move to another line. After waiting in another line, we eventually got to speak with another customer service rep at approximately 8:30 am. She took our information and indicated that she could not re-arrange another flight because indeed WE HAD CONFIRMED SEATS on the original flight and were therefore counted as no-shows for our flight. She was very apologetic and surprised that George had not taken the time to look at our itinerary. She admitted that it was their fault that we were not checked in. She contacted her manager who was also apologetic and was able to put us on a flight to San Francisco the next morning with another airline.
We asked the manager about the expenses which we could not recoup because of the NWA employee's negligence, including nonrefundable hotel and rental car reservations, and she said that we would have to call the reservations number to get help. The manager who I spoke with at the reservations number told me that the manager at the airport desk should have handled this, and that she could not help us. We feel like we are being pushed around as someone else's problem, when NWA is at fault and is not willing to help us. Although the manager was apologetic and helpful in getting new flight reservations, this still leaves us with several problems: 1) We had reservations for a car to drive 3 hours out of town where: 2) We had reservations at a nice hotel because it is our anniversary.
Ellie of Saint Paul MN (02/25/08)
This is a compliment, not a complaint: I had a Travel Credit Voucher (TCV) from Northwest Airlines from a flight that was delayed overnight in Amersterdam in April 2007. I called NWA to redeem the voucher in Feb. of 2008 and they told me I had to send it to the World Perks Service Center and that it would take 6-8 weeks for the miles to appear in my account. I am planning a trip for April 2008, and I was worried that I wouldn't get the miles in time to book the flight because 8 weeks out would be the beginning of April. I sent in the voucher, and 3 weeks later the miles were in my account. I was able to book the trip with my World Perks miles without a problem, and I got the flights I wanted. I'm very impressed that the service provided was so much faster than stated on the web site and the phone.
I was able to book my flight to France for the 50,000 miles because my account was credited in a much shorter time frame than NWA stated. It saved me $1000!
Priyanka of Columbus GA (02/18/08)
Very Bad experience with my wife when she was traveling with our little one 18 month old. The hostesses were so rude and were not ready to help when requested for help. I haven't seen any airline doing this. Most of the people won't help until asked to, but 2 hostesses were not courteous at all. I am pretty sure I am not flying them anymore, even if I have to pay more.
David of Santa Rosa CA (02/18/08)
This weekend I took a trip from San Francisco to Dayton, Ohio, with stop-overs in Minneapolis and Detroit. The originating flight out of SFO was delayed by over 2 hours due to mechanical problems. After having a crew of mechanics try unsuccessfully to resolve the problem, we had to switch planes. The second plane had plumbing problems, which thankfully, were quickly addressed and resolved. However, as a result of the delays, I missed both my connections in Minneapolis and Detroit. I got into Dayton 4 1/2 hours late. I was given a $10.00 meal voucher and a We're sorry for my inconvenience.
The trip home was no better. The flight from Dayton left late, which got me to Detroit with 5 minutes to catch my connection to Minneapolis. Needless to say, I missed the connection and was rebooked on a direct flight from Detroit back home to San Francisco. Although I was unhappy about the extended wait in Detroit, I was happy to have a direct flight home. Well, we got on the plane and the navigational lights were not functioning. The maintenance crew tried, in vain, to fix them. Ultimately, the replacement parts couldn't be located, so we had to switch planes. On the second plane, we waited to be cleared, only to have no water on board. We went back to the gate, had that resolved, and then were supposedly on our way. (By this time, I had been waiting to leave Detroit for 7 hours.) As we were powering up to take off, the hydraulic system sprung a large leak, rendering the plane useless and immovable. We waited, in the dark, on the tarmac, while a tow rig could get hooked up to tow us back to the gate.
At that point, the decision was made to scrub the flight and give us all accommodations. I was given a $12.00 meal voucher, a $59.00 hotel voucher and free transportation to and from the hotel. Although I was able to use the $12.00 meal voucher, there were no restaurants open at that time (1AM), so rather than go to bed hungry, I had to waste the $12.00 voucher on junk food. On top of all this, one of my bags still hasn't made it back to San Francisco. I've been assured that it will be delivered to my home sometime this evening. I am extremely disappointed in the compensation Northwest Airlines gave me for my trouble. To be given $81.00 in vouchers as compensation is insulting. I will never fly with them again.
As a result of Northwest Airlines negligence to maintain their aircraft adequately, I have suffered the following losses/damages: -three hours of sleep in a 48 hour period, causing extreme mental, physical and emotional fatigue -loss of one day's wages from not being at work because I couldn't get home until Monday afternoon (over $200.00 in lost income) -additional parking fees at the airport.
Brent of Moore SC (02/15/08)
I had a flight canceled by Northwest Airlines due to weather conditions, which were not controlled by Northwest. We were given the run-around for almost 6 hours, and were treated extremely rude, and animal-like by the representatives at the counter. There was no communication with the passengers at all, and the representatives at the counter even used a couple of profane words towards me, which was uncalled for. They sent us to 6 different gates to wait for another plane, only to be told to go back to the original gate, and they didn't know why that gate sent us to where we were.
As a result, I missed another flight, and went through much duress, and also stress due to the manner that we were treated. I also received an email from Northwest telling me she wasn't interested in helping me out, and considered the matter closed by offering two $75 credit vouchers, assuming that I would be actually willing to travel on a Northwest Airline, which will never happen as long as I live.
Dan of El Dorado KS (02/15/08)
I returned from a trip using NWA and after my last leg of my flight was delayed 3 1/2 hours and returning home at 2am, the following morning I started unpacking my bag. I had purchased two coffee mugs, one in Phoenix and one in Memphis, both had been wrapped in tissue paper and then I rolled each in a heavy shirt and placed them in the middle of my bag. Well guess what... both were smashed. I can imagine what kind of force would have been needed to cause this. I would think a man could have jumped up and down on the bag and not crushed the mugs.
Now I'm out about $40. I contacted NWA and received a email instructing me to talk to the desk at my local airport. The first question was Was the outside of the bag damaged, if not NWA pays nothing.
Nicole of Coventry RI (02/11/08)
I left my license in a book in the back of seat 19 F on the flight from Detroit to Providence,flight number 1440 on Jan 18, 2008. I fear ID theft and want my license back. I have been UNABLE to talk to any real person to tell me if my license was found or not. I was given the number 734-942-4250 which I called about 30 times at different times and days, and it is always busy. I was also given 734-247-7678 which only handles TSA lost and found items. I was also giving 734-942-3669, and who knows what that handles. I called customer care at 701-420-6282 and couldn't talk to a person. I called lost and found at 800-648-4897 and also couldn't talk to a person. I have emailed the company three times and got responses back to two of those emails from Sarah Sanders Customer Care Northwest/KLM Airlines with incorrect/incomplete information. My case number with her is 5035995. The subject line had this information: Re: CR-Complaints (KMM15152580V57663L0KM.
All I want to do is speak to someone in lost and found and verify if my license was found, and if so get it returned to me. Is that so difficult?
Possible ID theft, worrying that someone is using my ID, replacing the ID, time and energy spent trying to speak to someone who can help me.
Jane of Knoxville TN (02/06/08)
My brother, who is non verbal and in a wheelchair, was flying to Knoxville from Laurel Hattisburg to spend Christmas with us. He had taken this same flight for many years at this time of year. We had purchased an assistant for him to make sure he was able to get on the next flight. Either the person on the phone whom we purchased this from or the ticket manager at Laurel Hattisburg failed to note this on his ticket and in the computer and he did not have anyone to help him. Of course he missed his flight out of Memphis to Knoxville because he just sat there until someone finally noticed him and they sent him to Charlotte and on to Knoxville, but when he got to Charlotte no one took him to US Airways and he missed his flight again. No one called us from the Memphis airport and we went to the airport in Knoxville 3 times to try to pick him up.
He finally got to Knoxville about 7:30 pm instead of 11:00 am. We determined that he did not have the red wrist band or the stripped ticket which indicates assistance. That is not all. When we took him to the airport on the day after Christmas they were going to give him complementary assistant on the way home. But the 2 people at the ticket counter failed to note it again. I told the flight attendant that he needed assistance getting to the next flight and showed her the wrist band, but the people in Memphis did not know to meet the flight because they had not made a notation in the computer. He had to wait for about 9 hours in the airport until the next flight to Laurel Hattisburg. They did end up hiring a nurse to feed him and assist him at the bathroom after much discussion.
But the point is Northwest made a very bad mistake and they are lucky that nothing happened to my brother. I am asking for the cost of the ticket back and the cost of the assistant which we never received. I have contacted them by e mail several times and they always respond with an automated answer. I have tried and tried to call them and the lines are always busy and they ask you to contact them via e mail.
We want the price of the tickets back plus the cost of the assistant. As far as physical damage done, my brother went without food for a day and did not go to the bathroom all day. On the return trip he was able to eat about 4:00 pm after leaving home at 4:00 that morning and the nurse that they hired took him to the bathroom about the same time I am guessing. I was not there.
Nancy of Polk City IA (02/05/08)
Our flight was delayed and we barely got to our cruise ship on time. As a matter of fact the cruise ship waited for us, as I was in contact with them frequently. NW damaged 3 out of 4 bags. Our cruise started on 1/27/08 and ended on 2/3/08. NW lost our baggage. We got one piece on 1/30/08 and the other 2 on 2/1/08, the 6th day of our 7 day cruise. I am having a hard time finding the right place or phone number to follow up on claims and to file claim on our first damaged bag.
We had to buy all clothes, toiletries and replacement baggage. Our garment bag was destroyed, one bag had the handle damaged and a new suitcase I bought for the trip was totally demolished.
Gina of San Francisco CA (01/21/08)
My dad had a stroke, and I needed to get from San Francisco to Minneapolis as soon as possible. My husband drove me to the airport, and I went in to check on flights. I went to the Northwest counter because I knew they had direct flights to Minneapolis throughout the day. The attendant at the counter saw me, but proceeded to finish the story she was telling to her coworker and have a good laugh, as I am standing in front of them at the counter visibly upset. She then addressed me, and I told her I needed to get on the next flight to Minneapolis. As she was booking my flight, I asked about a medical emergency discount (my aunt told me to ask, as she had flown from North Carolina to MN that day, and got the discount). Her reply was that there is no such discount, and I asked her to please check on it. She rudely replied that she knew the policies, and that there was no reason to check further. I was too upset to argue with her at that time, and paid the outrageous fare for my last-minute ticket.
This isn't about the fare, but how rudely she treated me through the process. In the following weeks, I tried numerous times to call the various NWA customer service phone numbers, and was either on hold for 30 or more minutes and gave up, or was connected to someone who couldn't help me. In the end, I wrote a letter and got a nice short standard reply. I wish I had taken more action, but my dad was still sick and my priorities were with my family. Even before this, I tried to not fly NWA. They are overpriced, have horrible customer service, terrible planes, and are delayed more than any other airline I have flown. I will not fly them again.
Marlene of Gainesville TX (01/13/08)
On Jan. 1st, my husband & I went to DFW airport to pick up our 13 yr old son from his flight to visit family in Maine. Before leaving, I checked online to see if his flight was going to be on time and it showed that it was. When we got to the airport, the arrivals board was showing his flight on time. 15 minutes after his flight was supposed to be there, I went into the NW Luggage claim to ask the ladies working there if they could check on that flight for me. At the time they were waiting on two other ladies, so I patiently waited for about 5 min. I left for a moment to check the arrivals board to see if there was an update. There was not. So, I went back into the baggage claims office and was waiting for the employees to finish taking care of the other customers. Keep in mind that both employees in the baggage claim were well aware of my presence. My husband, worried about the whereabouts of our son, came into the office to see if I had found out anything. He hadn't yet said anything to me and had been standing behind me for less than 5 seconds when one of the ladies demanded that he leave the room until they were done with the other two customers. I than said, "He's with me." One of the ladies said that she didn't see me there and that we would both have to leave. I knew that that was a bold-faced lie as she had acknowledged my presence while I had been standing there waiting before my husband entered. The only reason there could possibly be for them demanding us to leave was because we were both wearing motorcycle attire, my husband is 6 ft. tall, 300lbs, has beyond shoulder length hair & a beard and belongs to a motorcycle club and was wearing his club vest, as he always does.
This smacks of blatant discrimination based upon attire and appearance. I went to the NW ticket counter to speak to a supervisor about it. She agreed with me that that shouldn't have happened and handed me a form. She also said I could file my complaint online and gave me the names of the ladies working in baggage claim. I went back into baggage claim (didn't mention anything about there rudeness or filing a complaint) and they were rude to me when I asked them for the flight info. Today, I was finally getting around to file the complaint online. When I went to the web site, there was no contact e-mail address to file one, so I'll have to snail mail a written complaint in. Because of these women's lack of professionalism, I will never use Northwest Airlines again for anything. This was my first encounter with Northwest Airlines and shall be my last.
David of La Mesa CA (01/05/08)
On a flight purchased with Frequent Flier miles, we checked in our luggage in Orlando for a flight back home. The ticket counter in Orlando did not have a functioning belt that was able to transfer our bags and most likely led to our bags not being transferred to our final destination in San Diego. After returning to the airport empty-handed, we phoned Northwest Airlines customer service over 20 times in a five day period and received conflicting information of the location and status of luggage. After 2 days, one of our bags was delivered, but the status of the remaining bag was unknown. On our demand, several messages requesting additional information were allegedly sent by customer service staff to San Diego (our final destination) and Detroit (our connection) but lacked any follow through.
After 7 days of the inconvenience of being without our belongings, we drove to San Diego International Airport to speak directly to a NWA employee. We were told that our remaining bag was in Detroit. But as you can imagine after experiencing 7 days of misinformation and incompetence, we were somewhat hesitant to believe that our bag was where it was said to be, so we decided to have a look for ourselves at the airport. Locked behind a glass cage among a maximum of 20 other bags was ours in plain sight--and found by us, driven by our own suspicion of NWA's incompetence. A fully staffed airline company was unable to accomplish what took my girlfriend and me 5 minutes!
Barbara of Grand Rapids MI (12/29/07)
I arrived at the Grand Rapids Airport on Christmas eve 1 hour before my flight, to find the airport was without power. The check-in line was all the way across the terminal. No one from either the airline or the airport said ANYTHING about the situation. No one seemed to know anything. The informal word on the street was that the flight was going to be canceled. Even the representatives at the 800 number didn't know what was going on. They thought the flight had gone, which it hadn't. Finally after chasing down information for two hours, we were told to hurry up and get on the plane since it was going to leave right away. This was after the security people wouldn't even let us go through the gate earlier. We finally took off. Then on our return flight on Dec. 27, our flight was 1 hour late leaving Minneapolis because there were only 3 people loading baggage for one hour straight. That caused us to miss our connection in Detroit for Grand Rapids.
We were then booked for the next morning. That flight was also delayed AND late departing, so we ran into a snow squall while attempting to land in Grand Rapids. Supposedly because of the snow some runway equipment again malfunctioned in Grand Rapids, so we had to turn around and go back to Detroit. The agent at the gate in Detroit was nasty and not very helpful. He told us if we stayed overnight (a 2nd night) we would have to pay for it. We decided to rent a car and drove to Grand Rapids. We didn't trust Northwest to get us home anytime soon. I will think twice before using the Grand Rapids Airport and Northwest again.
We spent an extra $200 on a rental car, long-term parking fees and extra dog boarding fees because of Northwest's poor decisions and management.
Rachel of Tucson AZ (12/27/07)
On Dec. 23 I arrived at the Tucson Airport at 7:20 a.m., 25 minutes before my flight was to leave at 7:45 a.m. and the ticket counter was unstaffed. I was unable to get my boarding pass and my ticket was essentially cancelled. So I called Northwest's customer service line and spoke to someone about getting a ticket to fly later on that day. Eventually the customer service representative found a flight and rebooked me. This was still before my flight had left. She said that the ticket would be $436 and that the company would refund what I paid for the original ticket ($385). But the charge to my debit card from NWA was $1103, and put my account in the negative.
On Dec. 26 I called the ticket refund line and they said there wasn't anything they could do, and referred me to the customer service line. I eventually spoke to the customer service representative and he said that everything seemed to be correct and continuously said that he apologized but couldn't find any grounds for a refund. I asked if they kept recordings of the customer service calls but they said they didn't, except ocassionally for training purposes. Without a recording I cannot prove that the customer service representative quoted me a lower price than what they intended to charge me.
My account went into the negative, caused 2 overdraft charges and one bounced rent check, on top of the charge, over $1400 more than I had agreed to, which I can ill afford at this point.
Steven of Union City CA (12/20/07)
My wife and I purchased tickets on Oct 6th for a Dec 20th flight from San Francisco to Indianapolis. 24 hours before the flight, I went online to do early check in and get our seat assignments. They had us sitting in two separate rows, one behind the other. I called and talked to Steve in Seattle and was told that all the advanced seats were booked and I would have to try and get two together at the airport the day of the flight. I asked him to explain how it is possible for all the adjoining seats to be taken and he said that's just how it goes sometimes. I then asked to speak with his supervisor (Amy Parker) and she told me the same thing. My wife and I travel often and have never encountered this malarky before. Amy got upset when I told her as this makes absolutely no sense and all and she said was, "Well, you should have booked farther in advance." This blew my mind and I asked her how far in advance do you have to book to get two seats together?
I told her I am going to be very upset if I don't get two seats together. She got defensive and said I was making a threat and she would have to note that on my ticket. I had better not encounter any trouble at the ticket counter tomorrow because of her overreaction to what I was saying.
Julie of Auburn Hills MI (12/10/07)
This is the most unbelievable situation I have been in throughout my entire experience with Northwest Airlines. My flight from Detroit to Flint on Friday night was cancelled AGAIN. This is the THIRD TIME in less than SIX MONTHS a flight of mine has been cancelled for this segment. The first time I had to take a $150 taxi to Flint. The second time we had a four hour layover, and this time, the flight was the last of the night.
I have also witnessed the Grand Rapids, Kalamazoo, and Toledo flights being cancelled. In addition, after this third cancellation, we were put on TROLLEYS to get to Flint that night. The trolleys were nearly a half hour late in arriving and people didn't even have their luggage when it got there that late! The worst was that there was little or no heat in our trolley, and despite having a suede blazer, a sweater, boots, and a winter coat on, I was frozen by the time I got to Flint. I feel SO bad for their gate agents who had to take the brunt of everyone's vile language and anger last Friday, since dozens of us on that flight seem to have had this happen multiple times this year.
Leslie of Center Line MI (11/09/07)
Flight from Atlanta to Detroit. I had to use the restroom badly, I have Multiple Sclerosis, and felt like I couldn't wait. Flight attendant was in the last row, next to the restrooms, finishing drinks for passengers, and I asked her if I could squeeze by her cart- She looked at me with a disgusted look and said I need to finish this, so I turned around sat back down and felt humiliated. Actually, several other passengers shook their heads in disbelief as I felt like a little kid being scolded. By the way, this woman didn't crack one smile the whole 2 hour flight.
David of Sun Prairie WI (11/09/07)
I was returning from a trip to New York. While there, I picked up a case of a very good wine, which I took the opportunity to pack very carefully (wrapping each bottle in bubble wrap, and packaging the bottles in a box with bubble wrap. When the box arrived on the belt in Madison, I could tell it had been badly damaged. So much so, I had to have the Ritazza cafe person bring me a new box. The NW counter said nothing could be done. As I was heading towards my car, the case crumbled, and shattered glass fell on the floor. After retrieving the non-broken bottles (7 had broken, 5 remained), I put my luggage in the car. When I returned to clean up my mess (I had even got a janitor to help), and cutting my hand in the process, I was yelled at by the NW ticket counter person that I could not touch that, the police were coming. The NW counter had accused me of breaking all the bottles on the floor (I had not broken any, they had), which was a boldfaced lie. After several other people who were in line backed up my version (that NW had broken the bottles and when the case collapsed, it caused the mess, the police took me to a back room where they apologized and bandaged my cut hand. I left without further incident. I am a Platinum elite flyer and was seriously hurt by NW's actions, they are just awful and it is best for your soul and sanity to avoid interaction with them as much as you can (check in online, if you must check a bag, make sure it's under 50 lbs. to avoid them making a big deal about your bag, and get there in plenty of time so you can relax at the gate). Carry on if you can, avoid the counter crew altogether.
Freddie of Pensacola FL (10/23/07)
I have traveled twice on NWA within the last year, both times connecting through Memphis TN. Both times missed my connecting flights. The last time, my flight left 10 minutes early. The coach is horrible, service is terrible. Do not use NWA unless you're willing to take what you get.
Meg of Saugatuck MI (10/12/07)
I had an air ticket with Northwest for a late night flight from Phoenix to Grand Rapids (MI) connecting in Detroit. When the time came to board the flight there were no airline staff present at the gate. It took several hours for a gate agent to arrive and to start boarding. When I arrived in Detroit I found out that my connecting flight was canceled. The reason given for the cancellation was no available crew. I was told that service from Detroit to Grand Rapids (MI) was unavailable because of crew shortages and I would have to purchase a ticket with another carrier in order to get home. However, the Northwest ticket agent said that I would be entitled to a partial refund since they were not able to provide the service I had booked. She took all my information and printed out a copy for me. I also was unable to collect my baggage in Detroit as it had become lost.
In order to get home I had to call a friend to come and pick me up in Detroit and drive me to Grand Rapids (about 3 hours each way).
My baggage miraculously appeared in Grand Rapids later that same day. I am still unsure of how this was accomplished. Did they send it with some other airline? Did they route it through a different city? Did they beam it over? I just wonder how they were able to get my luggage to my destination so efficiently without offering a single option for flying ME there.
I knew that I would have to wait up to 90 days to get my partial refund, and after almost exactly 90 days I got a letter in the mail. It was from Continental Airlines, not Northwest, saying that they were unable to process my refund request because I was not their customer. So apparently my complaint was registered with the wrong airline. When I attempted to contact Northwest about the mix-up I was told take it up with your credit card company and see if you can get them to take it off your bill. I decided not to pursue that route, as it would be dishonest and possibly fraudulent.
So in the end I was not only inconvenienced by a canceled flight that Northwest would not reschedule, but I was refused a refund for that flight. I paid for a service that Northwest refused to provide, and refused to refund.
Cheryl of Glencoe MN (10/04/07)
Northwest airline! Our trip was set for 6-20-07 through6-24-07.
We bought 2 tickets on 4-9-07, they got paid $706.00 on 4-10-07 from our
discover card.
We then decided to go in a day earlier then before. I went on line on
6-14-07 and it was to cost
us another $100.00 Change Fee per ticket. Well they took out $1184.00
from my mom's checking account. They tried 3x's because she has a limit,
they over road the banks
system and took out the money. I told my mom to go to her bank and fight the
amount. She did
and won.
Now N.W. is suing us for the full amount on top of what we already paid. I
feel this is triple payment
to N.W. Is this legal? I have no problem paying the $100.00 per ticket but
why would anyone pay
another $984.00 for going in a day early?
Thomas of Arlington TX (08/26/07)
I am sitting in Bussan south Korea wearing the same clothes I had on my back when I left the USA three days ago. Northwest has lost my suitcase, doesn't know where it is, and has made no effort to help me in any way. Their only reply to my repeated attempts to contact them was a two sentance form letter which has a tracking number that doesn't work.
No one in their Asian office can speak english.
They have severely limited my ability to conduct business in the Asian market with their extreme incompetence. However, I think it is their complete lack of sympathy and assistance that makes me wonder how they stay in business.
I will NEVER fly Northwest Airlines again. If you don't want to wind up like me, I suggest you avoid them.
Kesav of Memphis TN (08/09/07)
We booked an international flight from Memphis-Hyderabad. Thru Amsterdam. For two consecutive days, the flight was delayed. On the first day the flight was first delayed and then cancelled. On the second day the flight is delayed and right thats the current status. The days I am talking about is 08/08/2007 and 08/09/2007. My wife is traveling along with our infant child (8 months). We were and are mentally exhausted and my question is how can the airline be so negligent so as to have non scheduled maintenance every day? Does this not qualify for airline negligence?
Trudi of Blaine MN (06/07/07)
When making reservations with Northwest, no matter how far in advance, you can not choose your seats. They give special privilages to perks customers. I think that is a form of discrimination and all should be treated equal no matter what your income is. There are first class seats for those wanting special treatment. Anyway our group of 4 is now spread out throughout the entire plane, and we made reservatios 5 months in advance. This is the second time this has happened, last time our children were seated with strangers and no one was together. On other airlines you can choose your seats on a first come first serve basis. We will not be traveling with Northwest int he future.
Joan of Chelmsford England (04/19/07)
Flight NW43 - Gatwick to Minneapolis
Flight overbooked. Family separated -despite booking having been made nearly 12 months prior to flying. Samsonite Case damaged when retrieved at Minneapolis. Food inedible - Cabin crew rude when it was pointed out that they had given three vegetarian meals by mistake - one to a three year old and the family told - eat that as there is nothing else.
Flight 576 Minneapolis to Orlando
Young children (3 years old) given seats separate from parents. One family - part of a larger group left in the departure lounge in a distressed state believing they would be separated. Children very distressed and crying as a result of the seating fiasco - especially as they had already endured a 8 hour flight from Gatwick.
Flight NW43 - Orlando - Detroit:
Again young children seated apart from parents leaving cabin crew to sort out the mess and deal with the resulting distress.
Flight 32- Destroit - Gatwick:
Food inedible. Cabin crew unhelpful - only came round once during the night with water. No Duty Free.
I have travelled frequently with many different airlines and never expereinced the choas and distress experienced when using Northwest airlines. I will never use Northwest again.
Brian of Springfield IL (03/05/07)
We utilized NWA to transport us to our son's performance. NWA promised to deliver us to Washington DC by 12:00 p.m. but we were unduly delayed due to the fact that the NWA flight transporting us from Bloomington Airport (BMI) could not disembark for 45 minutes upon its arrival at Detroit International. Although NWA gave us an alternative flight, we were delayed and missed our son's performance. I asked NWA to reimburse us for the flight to Washington DC. I consider this a compromise as I had originally asked that they reimburse the cost of the whole trip given that we were delayed on our return trip by virtue of the fact that they moved us from Reagan International (where we arrived) to Dulles for our departure flight.
Ken of Baltimore MD (02/27/07)
I was flying on Northwest Airlines from Syracuse, New York to Baltimore, Maryland. The flight was cancelled, so they gave me two choices - wait for a later flight which was also delayed, or if I wanted they would put me on another flight to Washington DC's Reagan International Airport, promising to pay for a cab to drive me all the way from DC to Baltimore. When I arrived in DC, the Northwest counter agent told me they would not pay for my cab because it was weather related. I asked for a supervisor and they said there was no supervisor, instead giving me a number to call Northwest customer service. The recording said they would be open the next day during normal business hours. I called one cab company, that told me it would be at least $80 and probably more like $100 for the cab. I finally found a shuttle driver that would drive me to Baltimore as it was on his way home - for $65. By the time the driver dropped off the other three passengers and delivered me to my front door, it had been three hours in the shuttle. The next day I phoned the Northwest customer service number, no matter which options I selected, I ended up with a recording telling me that all phone lines were full and then hanging up on me. I finally phoned a reservation agent who said he could put me through but I only got the same recording. Then I decided to fill out the online complaint form on Northwest's website. Later in the day I logged on again and noticed in their customer service policy, they promise to respond to all complaints within 60 days. I am still awaiting a response.
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July 24 2008
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