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Northwest Airlines vs. KLM

Northwest Airlines • Ticketing snafus • Luggage lost, stolen, destroyed • General hostility • Disgruntled Employees • Northwest vs. KLM • Pray for food --- News • Delta, Northwest Merger Faces Heavy Chop • Troubled Northwest Strikes New Deal With Pilots • A Seething Summer of Discontent for Northwest Airlines • Northwest Passengers Face Uncertain Summer • Pilot Shortages Plague Northwest Passengers • Machinists Pact May Head Off Northwest Airline Strike • Northwest Hopes to Cancel Employee Contracts • Delta, Northwest File for Bankruptcy • Northwest Flying Despite Strike • Northwest Warns Of Bankruptcy • Strike Looms At Northwest • Northwest Seeks Replacement Flight Attendants • Northwest Pushes Up Fares

So, my child and I began our journey on 03 July 2003 flying business class from Kuwait to Baltimore, Maryland, U.S.A.. I flew business class so my 5 month old infant daughter can travel the arduous 30 hour journey in the most comfort possible. My flight KL 458 was confirmed round trip in Kuwait with a bassinet to hold my tiny and delicate infant. In Kuwait, at the airport, KLM was wonderful. They checked me in quickly. On the airplane, the flight attendants quickly assisted my daughter and me. All the attendants called me and my daughter by our names. They assisted me with the child restraint seat belt. They served me with non-alcoholic beverages.

The attendants told me before the flight that they would have a bassinet for me right after take-off and when the seat belt sign was turned off by the pilot. No later than 5 or 10 minutes they gave me a clean, comfortable bassinet with a blanket inside for my child. Throughout the flight, they were constantly asking me if my baby or I needed anything. They assisted me with making my baby's formula to drink. My baby and I were pampered and treated like royalty the entire flight.

As soon as I left the plane, I was greeted by another KLM employee who directed me to the business class lounge. Once again, the KLM lounge employees were were pleasant and helpful, which made for a wonderful beginning for our journey to the United States.

My wonderful experience has now come to a screeching halt as soon as I enter Northwest Airlines airplane Flight KL 6039. I take my seat and the flight attendant offers me a beverage. I request an orange juice which I receive nicely. I request for a child restraint seat belt for take-off. The flight attendant states that Northwest Airlines do not have this item. Just hold the baby in your lap, they stated. Then I request for a bassinet after the flight takes-off. The flight attendant says he is not sure if we have a bassinet, but he will check if we have one.

He states that we do have one. I ask if I can have the bassinet after take-off like, KLM did for me. The Flight attendant stated, Sir after we have served the drinks and the meals, we will give you the bassinet. I said that KLM gave the bassinet no later than 5 or 10 minutes after take-off. It was stated to me that Northwest does not do that for their customers. So after 15 minutes my baby forehead starts feeling hot. I check her temperature and she is at 39.7 Celsius. I gave her medicine for the fever and requested the bassinet again. Once again, the flight attendants said after we serve the drinks and meals.

So I put my 5 month infant with a fever in my seat and I sit on the floor blowing on my baby's forehead. The flight attendant asked me if I wanted a meal while I am sitting on the floor in business class (at least I had some leg room). I said not until I have a bassinet, I do not want to eat on the floor. Finally, I receive a bassinet after the meals were served. After installation of the bassinet, the flight attendants put a cardboard box in the bassinet for my daughter to sleep in. Of course, I put a blanket in the bottom of the cardboard box for my child to be more comfortable.

The service and food throughout the entire NWA flight was terrible at best from Amsterdam to Detroit. Luckily, my baby's temperature does return to normal before the end of the flight.

My next experience with Northwest is when I try to confirm my flight and bassinet on 15th July around 1200 hr. I talked to one NWA gentleman, who I give the information for me and my daughter. He told me that he confirmed the flight for the two of us, but there was not a bassinet confirmed for us because there was information missing. The information was my baby's weight and height. I told the man that my baby weighs 15 pounds and I don't know the height. I guessed and said about 32 centimeters but I really don't know. He said call back later that day to see if there was a bassinet available. I told him that I requested a bassinet before I left Kuwait. He stated that NWA does not guarantee bassinets, even for business class.

This is curious since I have the seat for bassinets, it is on my itinerary as bassinet for all flights and I assumed that paying extra money for the baby's ticket in business class that I would receive one. I call back around 1500 Hr to ask about the bassinet. A lady ask me again for my daughters' weight and height. I say 15 pounds and instead of stating 32 centimeters, which after thinking about it my baby was born at 52 centimeters, I guess and tell her 29 inches. The NWA representative tells me that the baby is too long and you will not receive a bassinet. I ask what is the height that she should be and she stated 26 inches. So I tell her I guessed at the height, so put down 26 inches because I really don't know her exact height. She said she could not do that because I already stated 29 inches.

I told the lady that I flew with her just 2 weeks with her on the same airline and she fit fine. It would be impossible to fly 15 hours overseas with a 5 month old infant who can barely hold her head steady for more than 10 seconds. She said again, you can not have a bassinet because you already stated 29 inches. I asked to talk to a supervisor. After 5 minutes of being on hold, the supervisor already made her mind up about the situation before I talked to her. I told her I paid around 500 dollars to have my baby fly with a bassinet and luggage. She has her own ticket. This NWA representative was rude, loud and would not let me finish a sentence. She would actually talk when I was talking and I was begging her to please let me finish one sentence.

This woman was not customer service oriented. She did at the end say to me that we will put in the computer 26 inches but the purser will have to check to make sure she will fit. I thought this was ridiculous considering she fit just two weeks ago, but I finally finished conversing with her. I know this conversation was recorded and I only wish NWA and KLM will listen to the phone conversations that I had with NWA representatives.

Then came the inadequate service again from NWA at the airport on 16 July 2003. The lady behind the desk said you are confirmed sir, but not your daughter. Then I had to pay 135 dollars for my baby's carry on luggage. The lady said that a baby cannot carry luggage. I said either can a 5 year old child but a 5 year old can have a carry on. A baby needs things for a 30 hour flight just as I need things for a 30 hour flight. I believe this policy is ridiculous.

Then the NWA representative stated I had to pay taxes for her to fly. I asked why since we both have pre-paid round trip tickets. After about 10 minutes and a phone call, she waived the taxes. I said you should since I already paid the ticket, including taxes already. After about 30 minutes in business class check-in, I get my luggage through the NWA representative. I fly to Detroit on Flight 5142 on 16 July 2003 at 1810 hr., and of course there was no child restraint seat belt again. On such a short 1 hour and 40 minute flight, they do not provide a bassinet, which I can understand. When I go to the business lounge I ask the NWA lounge representative if I have a bassinet for Flight KL 6048. They look at my ticket and stated yes because it is on your boarding pass ticket showing bassinet. So we start our flight from Detroit on 16 July 2003 at 2135 hr. Before I enter the plane with my child I check my small stroller that could have fit in the storage spot for jackets with the flight attendants.

I was greeted by a very nice flight attendant whose name was Jan. I asked her for a bassinet after take-off. She said no problem, I will check with the Purser, named John. The flight attendant, Jan, stated that the Purser would not allow a bassinet for my child because she is too long. I asked to talk to the supervisor about testing the child in a bassinet first or I would not fly on the plane. Jan, the poor flight attendant caught in the middle, politely agreed to pass the message. In about 5 minutes the Purser, John, came to me and said that we will grant your request by letting you leave the plane and taking your luggage out of the cargo holding area of the plane. He also started to remove my carry-on luggage. I told him that I want to have a bassinet to see if the baby fits. He stated I can tell the baby is "29" inches long because I am a registered nurse.

I told him that I want to see a supervisor and I will not leave the plane until then. So the Purser, John, said I will call the police to take you off the plane. While he is saying this, my 5 month infant is crying. I tell him, fine call the police then. All of this taking place, I did not yell, curse or become unruly and there are other flight attendants and passengers as my witness. The only person hostile is the Purser, John.

Finally after 10 minutes the supervisor enters the plane and politely states, sir after the plane takes off, we will provide your baby a bassinet to see if she fits. If she fits, she can use the bassinet, if not you must hold her. I told the supervisor, that is all I was requesting in the first place. After he left, Jan, the nice flight attendant apologized and said she is so small I am sure she will fit.

After the plane took off and the seat belt sign was turned off, I place my 5 month old infant in the bassinet (frame with a cardboard box with no cover) and she fit like a glove. I also took digital pictures to attest to the fact. Of course, the Purser, John, never came to me or apologized for his rude behavior but Jan so nice it made up for the Purser, John's, rudeness and humiliation of me and my child in front of all the passengers on the plane.

Finally, I went back on KLM's airplane to Kuwait on Flight 457 on 17 July 2003 at 1615 hr. and of course everything was perfect. The much nicer bassinet was given to me within 5 minutes and my last leg of the flight was wonderful. How can the European flight treat me so kindly and special and its sister company treat me like a criminal, with hate and disrepute I will never understand.

I recommend KLM highly, but of course I will never fly Northwest again. And the bad part is that I will not be able to fly KLM to the States due to Northwest Airlines. I truly believe that KLM cares about the concerns of its customers and Northwest Airlines only cares about Northwest Airlines and not its customers. As long as they got there money from the customer, the hell with the customer during the flight itself.

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