Complaints.com

From: Message Author
Date: Thursday, 05-Jul-07 05:09:13 CDT

Business Info

=20

Northwest has treated me and my family terribly.

=20

I will start at the beginning.

=20

June 3,2007. A friend drove us from Iowa City Iowa to the Easter Iowa =

Airport in Cedar rapids Iowa. We went to the Northwest ticket counter 2 =

hours ahead of our departure time and were informed by a very surly =

individule that our flight had been cancelled and there weren't any =

other flights out that day. It was at that time approximately 3pm with =

clear skies... a beautiful summer day. I got on the phone and called =

1-800-225-2525 and found flight out of Cedar Rapids that got to our =

final destination of London via Minneapolis/Amsterdam/London. The phone =

resevationist booked us and the now angry that I went around her counter =

person issued our boarding passes.

June 4, 2007. We arrived in London, however my suitcase, I was told, =

went to Hong Kong. I had to wait at the airport for my bag to return =

because I was told they would not deliver it to my address in London. I =

waited...

June 28,2007. I had to change one of our 3 flight departures from Malaga =

Spain, departure date June 29, to departing out of Marseille France on =

July 5,2007. I would have changed all of our tickets but could not =

afford the change fees, so I changed only Katies. She had to go to =

Marseille because that is were the American Embassy is located and we =

were robbed in Pisa Italy earlier in the trip. I spent countless hours =

trying to get through to Northwest, Orbitz etc, and finally started =

sending them emails asking for someone to please answer the phone and =

help me. I spent over 72.00 Euros trying to make the changes. Changes =

were finally made, Katie would fly from Marseille France to Cedar Rapids =

Iowa on July 5,2007

June 29,2007. My youngest daughter and I flew to Cedar Rapids Iowa. My =

luggage was lost again...I filed a claim, Northwest told me the suitcase =

was in London and that they would deliver it to me on June 30, in the =

evening.

June 30... no suitcase

July 1... No suitcase

July 2... Suitcase was delivered finally.

July 5,2007. I received a call from my daughter Katie in Marseille =

France. She went to the ticket counter and they had no reservation for =

her. She gave them all of her information and they asked her to step =

aside so that they could check other people in. After a bit, they told =

her to call Northwest and resolver her problem. She tried. She was on =

hold forever, never being able to get through. KLM tried the main office =

in France, but they were not yet open. Katie called me. I spend over 4.5 =

hours on hold, when I got through I was yelled at by Russell, treated =

roughly, told "That's how it goes, today was a holiday and we are short =

staffed, of course you will have long waits, what did you expect?" I =

asked to be transfered to supervisors and then was put on hold. With one =

call I was on hold for 2.5 hours! I asked for a supervisor and was =

transfered to Ms Paris out of Seattle Washington. She said everything =

was taken care of, that the change fee would be $300.00 and that Katie =

could use her $100.00 Northwest voucher. I called Katie and had her hand =

me to the KLM ticket counter person. This counter person told me that =

Katie's departure city was back to Malaga Spain and that she could not =

make any changes, that I would have to call Northwest again. She called =

the Northwest number in France and I called the 1-800 Northwets number. =

I reached Cynthia out of Minnesota... the nicest person all night. She =

checked and confirmed that Katie would indeed be flying out of =

Marseille. I called Katie and KLM told her That she was not scheduled to =

depart out of Marseille, but that the change fee was (in the computer) =

at $480.00 and that she could NOT use her voucher.

This is not what we were told by Supervisor Ms. Paris out of Seattle. =

Katie was forced into paying the higher fee, which she does not have =

room on her card to do, so she will incur an overdraft fee, and an over =

the line of credt fee and any other fee the bank can think of adding on.

I have not yet heard back from katie, so I don't know what has happened. =

I do not yet know if she is ticketed, if her credit card worked, or =

anything.

=20

I do know that I have been treated as poorly as I have ever been treated =

by Northwest Airlines.

=20

They lost my luggage, twice, they put me on hold for probably close to =

if not in excess of 12 hours time, they lied to me about how much it =

would cost, they made errors in Katies travel plans that caused her to =

be denied boarding on her flight scheduled for this morning, they =

refused her voucher after they told me that she could use it. I have =

been lied to, yelled at,on and on... this has been a terrible =

experience...

=20

and I still don't have my teen daughter home.

=20

She used all her money in the pay phone trying to solve this. They have =

not offered to put her up for the night, they have not offered her any =

food money or anything.

=20

It is after 5am now. I have been trying to fix this for over 5 hours... =

and Katie started 2 hours before me...

=20

If I left anything out it is because I am so tired I am starting to get =

fuzzy.

=20

What can be done to prevent this from happening to anyone else. How can =

this wrong be righted???

=20

Pamela Hill

Email User