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Northwest Airlines

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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 July 18, 2008

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 July 17, 2008

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 July 9, 2008

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 July 3, 2008

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 June 28, 2008

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