Northwest Airlines

Message:

On last Friday I encountered some problems leaving Minot and ended up

losing a whole day of my short weekend trip due to the delay out of

Minot. Many of you know (MLT employees) what a hassle it is to leave

Minot since we are at a dead end so to speak for flights. Some of you

are probably military wives or know the trouble of having to travel to

see family members. This is why my weekend was destroyed by not leaving

on Friday. I have been looking forward to seeing my boyfriend in North Carolina for the past month, and we have both had to scrimp and save to

be able to afford the always expensive fare from Minot. The

representative in Minot (the guy with a reddish beard and hair) tried

everything he could to get me there Friday. He showed that he cared and

honestly was concerned about me not being able to make it Friday night.

Fortunately, he put me on flights to O'Hara where I spent the night in

order to catch the first flight into Raleigh on a United flight the

next

morning. However the price of missing one night of a three night

weekend

with someone you love is worth much more than the $100 ECV I received

here at the Minot ticket counter. We lost our hotel reservation for

Friday night since the cancellation came within 24 hours. I fly quite

often from Minot but I have made the trip to Fargo to fly on United,

and

the past two trips I have made with Northwest has resulted in an

overnight delay. I would like to receive the cost of my flight back

since this delay caused more than the $100 ECV is worth. Thank you, I

hope as a fellow Minot citizen you will understand the situation.

Submitted: 11/07/2006 20:38:08

Northwest reply.

Dear Rosanne Antelli,

RE: Case Number 3097564

In your recent email, you alerted us to your concerns regarding a

disruption in travel plans for your flights from Minot to

Raleigh/Durham

on November 3. On behalf of Northwest Airlines, we sincerely apologize

for the inconvenience caused when Flight 606 was delayed, which caused

you to miss your connecting flight in Minneapolis/St. Paul. I can

certainly understand your frustration when you arrived one day later

than planned, and missed the time you could have spent with your

boyfriend.

We appreciate this opportunity to explain that we sincerely understand

the inconvenience that our customers endure due to the delay or

cancellation of a flight; it is extremely disruptive and costly to

Northwest, as well. Unfortunately, there are many potential obstacles

to the operation of any airline flight. Crew illness, mechanical

difficulties, poor weather and Air Traffic Control delays are only a

few

of the possible impediments. We place a strong emphasis upon on-time

performance; however, the safety of our passengers and crew is our

paramount concern. If any element exists that could impede safety we

will delay or cancel our flight and we genuinely believe that our

customers would not have this any other way. As a result, our flight

schedules cannot be guaranteed.

When a flight has been cancelled, or a connection has been missed, our

obligation is to rebook our customers on the next available flight.

Due

to schedule constraints of Northwest, and other carriers, sometimes the

next availability is several hours later, or even the next day. If an

over night stay is required due to a controllable discrepancy,

Northwest

will provide a hotel room. We do not reimburse other incidental

expenses that our customers incur, such as meals, car rentals, or lost

time at work.

I am sorry to deny your request for a refund of your ticket. Since the

transportation was used, a refund would not be due. Please allow me to

further explain that we do not guarantee our flight schedules because

that is a promise that cannot be 100% fulfilled. As a result, tickets

issued for travel on Northwest are a promise of transportation but they

cannot be a promise of a schedule. When the transportation has been

completed, whenever that may occur, the fare has been satisfied and no

compensation, of any type, is due as the result of a delayed or

cancelled flight.

The $100.00 credit voucher that you received was not meant to place a

monetary value on your experience, or to try to directly compensate you

for the inconveniences. Instead, it was simply meant as a gesture of

goodwill, in hopes you will give us another chance to restore your

confidence in Northwest. We acknowledge that our customers are the

reason we are in business. Please know we consider it a privilege to

serve you.

Thank you for writing, Ms. Antelli. Please know that we work very hard

to operate every flight as scheduled. Your business is important to us

and given the opportunity of serving you in the future, I am confident

we will meet your expectations.

Sincerely,

Pamela Coffey

Customer Care

Northwest/KLM Airlines

Original Message Follows:

-------------------------

NW/KL Customer Care Form:

Title: Ms

First Name: Rosanne

Last Name: Antelli

Reply-To Email Address: Email User

Alternate Email Address:

WorldPerks Number: 516531503

Street Address 1: 925 Delmar Court

Street Address 2:

City: Minot

State/Province: ND

Zip/Postal Code: 58703

Country: US

Flight Date: 11/03/2006

Flight Number: NW0606

Origin City: MOT

Destination City: RDU

Ticket Number: 0122138532760

Confirmation Number: NWANG2

Response Required: Yes

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