Northwest Airlines Complaint

Incompetent Agents - Northwest Airlines

Reviewed by sarahb
Complaint

A letter I wrote to NWA: I was scheduled to fly from OKC to IND on 1/28/09, but I am 26 weeks

pregnant and very sick. I have a physicians note

documenting that I cannot fly.

On 1/27/09 I spoke to aa NWA.com and a NWA reservations agent to see my best

course of action to reschedule my flight. I was

told that I could cancel my flight and would have until 1/28/10 to

reschedule a trip. I specifically asked the reservations agent

if I would lose any ticket value or pay any fees for this change. I was
told by the agent that I would not. I now understand

that this information was incorrect, but it is clearly what I was told.

Today I tried to rebook my flight for Feb. 5 to Feb. 12. When I search

flights 6385/6104 outbound and 6284/6339 return on

NWA.com, the total price of the flight is $238.90. My e-cert value is

$226.89. Given what I was told my the reservations

agent, I expected the cost of the ticket to be $12.01, but the cost to

exchange the ticket is $1390.02

I immediately contacted the reservations department to try to resolve

the situation. I spoke to an agent and to a supervisor

name Sonia. Neither were friendly or helpful. When I asked Sonia if I

could speak to her supervisor, I was told that there

was nobody higher than her within NWA that could help with this

situation.
To say the least, I am extremely frustrated with this situation. I

understand that the information that I was given was

incorrect, but it is not my fault that I received false information. If
I had been given the correct information, I would have used

the weather waiver option and moved my outbound flight at no fee.

I hope that you can assist me by waiving the reschedule fee to book a

roundtrip between OKC and IND from Feb. 5-12.

You're assistance is greatly appreciated.

Response that I received on 2/15/09: Thank you for writing about your unused ticket. On behalf of Northwest

Airlines, we sincerely apologize that you were unable to travel as

planned.

I am sorry to learn that you had to cancel your travel plans and can

understand your disappointment with the reissue fee and fare difference

charged to change your nonrefundable ticket. I apologize if you were

provided any misinformation. Please allow me to explain that a fee and

fare difference applies even if the decision to cancel or change planned
travel is due to an illness or other circumstance that was unknown at

the time the ticket was purchased or is beyond a customer's control.

Respectfully, we must adhere to the terms of the ticket each passenger

has purchased and I must decline your request for a waiver of the fees.

I know this is not the response you were expecting and I apologize for

any disappointment.

I want to thank you, Ms. Strack, for taking the time to bring this

matter to our attention. Again, I am very sorry to disappoint you. Your

future business is important to us, and I hope you will continue to

choose Northwest for your air travel needs.

Sincerely,

Erin Clott
Customer Care
Northwest/KLM/Delta Air Lines

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DetailsReview Rating: 1 out of 5
Reviewed By: sarahb
Company: Northwest Airlines
Product: Northwest Airlines
Date Added: 9 months ago

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Northwest Airlines Complaint