The Customer is obviously NOT Their Priority.
This is a true story.
A number of weeks ago I booked 2 nonstop JFK to PHX tickets using Northwest Airlines miles on Delta Airlines - For the fall of 2008 A few nights ago I got an email saying the Friday JFK outbound AM Delta Airlines non-stop getting in to Phoenix at 11:30 AM is now a JFK-LAX then LAX -PHX getting in at 2:30PM There go my 2 early afternoon business appointments, totally unacceptable to me.
Call#1- I called Northwest Airlines World Perks first asking for a change to the day before 420pm JFK-PHX Delta Airlines - no free seats were available -call Delta Airlines they said.” It’s their problem.”
Call#2- I was on the phone with Delta Airlines for 40 min and they said they couldn’t do anything since it’s a Northwest Airlines ticket -They(Delta Airlines) said-why did they have you call us? - they have to accommodate you -they (Northwest Airlines must have a supervisor call our supervisor).
Call#3-Next I called back Northwest Airlines. Spoke to a World Perks person and explained. She kept cutting me off to go on hold as I tried to explain. Then she came back- I could change to Thursday Delta Airlines non-stop 4:30PM for a charge -she again put me on hold to find out how much money. She got back on and said I can’t change to Thursday (what happened to the “charge money “offer??Doesn’t make a lot of sense - Delta Airlines changes the schedule and I have to pay to correct their changing the schedule??
I called on the next day Northwest Airlines World Perks marketing. Over the next few days of exchanging emails (they accidentally sent me an internal email that was quite interesting) was unable to do what had to be done to correct the problem and make a customer happy. Northwest Airlines couldn’t of found some way of arranging this??
They blame Delta Airlines. From the last email I received ”I forwarded your last request to reservations, and again was told that we can’t get DL to change availability.” (DL=Delta Airlines)
Northwest Airlines final offer – 1000 miles to each account, and no charge to put miles back in account or we can get you either the day before flight that gets to Phoenix at 12AM-1AM (with luggage, rental car and travel to hotel and my body on east coast time what’s that 3am? by the time I get to sleep) or a 4:20PM flight on the original day of the outbound-useless to me with early and mid afternoon business appointments.
Why is this my responsibility? I MADE RESERVATIONS FOR A NONSTOP - THEY (NORTHWEST AIRLINES & DELTA AIRLINES) CAN’T FIX THE PROBLEM USING ANY INGENIUTY?
This is the same Delta Airlines Who a few months ago changed my outbound flight times 4x going to Cabo San Lucas and in the end I was leaving just about the same time as originally booked
This happened to a friend who arrived at the airport for a Delta Airlines nonstop and was told that there will be a change and they then spent 9 hours in the airport (after a tiring chemotherapy treatment at Duke University) waiting for a plane that never took off due to a bathroom they couldn’t be fixed.
The same friend on a Hartford to West Palm Beach non-stop found out that it had been changed to a 1 stop at the check in counter-the new flight was leaving 1 hour earlier –It left them a scant few minutes to make the first leg of the trip. (no weather delays involved)
In conclusion for me I have to pay $50 per ticket to get a “free ticket” one day earlier on Continental via Northwest Airlines miles. The least Northwest Airlines should have done is made the effort to get me on Continental Airlines and not charge me but no I had to do that myself. I spent 2 1/2 hours on this problem on the phone and emails. Is my time worth anything?
Does anyone wonder why Southwest Airlines and JetBlue are successful?
Pointswizard.com Spin: Now I know why there are sites like Northwest sucks and Delta sucks
