Northwest Airlines / Award Ticket Loss

Northwest Airlines / Award Ticket Loss

Below is a transcript from a dispute I have just had with NWA regarding my loss of 2 return tickets. I hope that this information can help others make a decision to go with another airline because Northwest Airlines has continually proven to be more and more of a complete loss with customer service. This was the last straw.

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

#1

Message:

I have a major issue related to apparent mis-information given to me by a Gold Elite Line World-perks agent regarding my return ticket. This also affects the following ticket # in addition to mine:

Background:

I as well as XX both have tickets purchased with miles from my (at that moment) World Perks Gold Elite Account. They were each 60,000 mile tickets round trip from Detroit - Shanghai for a total of 120,000 miles. The original return date for this ticket was January 26, 2005. A couple of weeks before this date I called in to the World Perks Gold Elite line and spoke with a representative regarding the fact that I was potentially not going to be using this outbound date and might possibly want to push it back to another date. I asked how this process worked and was given the following information: I was

told that my ticket was valid one year from issue-date, but that the particular issue date changed each time it was issued. In other words, this person explained to me (in detail) that I could choose any future date for which travel was available and my ticket would then become valid for another year from the new issue date at that time. For instance, if I were to call today, May 23rd and book 2 tickets for June 25th and the ticket was issued on May 25th, then the new ticket would be valid until May 25th, 2006 (a year from the new issue date). This information was explained to me in great detail, and given that this was a Gold Elite Representative, I did not question it.

Problem:

I called tonight to inquire about the current status of my ticket, expecting to merely confirm what I had been told during my past conversation. However, I was greatly surprised when the representative began to explain to me that I must complete all travel on both tickets by July 10th or I lose the tickets. She then went on to tell me that no flights were available from July 1st (my earliest available departure date) to July 10th... any day, at any time. She also explained that if there were no seats available that this was my loss and the ticket would expire. So I am furious that a NWA Gold Elite representative would give me, apparently, completely false information that would have such potentially negative consequences. I asked if this representative was known... if your system tracked who each customer speaks with... I was told "No." This is unbelievable? There is no accountability for what your employees say to your customers? I, as a customer am saying that this employee gave me this information, 100%... It was not a misunderstanding, I was not confused. And NWA is telling me that they have no idea who that may have been and that they cannot locate this information because it does not exist.

Another example of contradictory information: I was told at the time that I called in to CONFIRM that everything was in order that I was NOT taking my Jan 26th outbound flight that there was NO NEED to do this. I was told that NWA appreciated being notified as a polite gesture so that they could sell the seat to someone else, but that it was not required. Tonight I was told that if I had not called, that my ticket would be marked "No Show" and that it would have immediately become invalid, permanently. I was told by a supervisor tonight to contact Customer Care because they are the only people that could help me with this situation. I attempted 5 times but was consistently told that the lines were too busy to accept my call at this time. Upon calling back to the WorldPerks Elite line I was told by yet a different supervisor (Ilsun Kim - Seattle Reservations) that it would be innappropriate to contact

Customer Care about this issue and that I should contact another group. She later seemed to revise this recommendation and encouraged me to send this email instead.

Summary:

1. I was given severely wrong information by an employee of NWA and I am not responsible, as a customer, for this information being incorrect. 2. I would like to use my ticket for travel after July 1st but

currently am unable to and I need this to be resolved. 3. XX, the other passenger, has already made plans to extend her stay and return at a future date based on the same information that I gave her

from the NWA agent.

I want to see something done about this issue because it affects 2 of your customers, 60,000 miles and a lot of future travel. Minimum, I need the validity dates on these tickets extended so that they can actually be used for travel post July 1st. The fact that an employee can leisurely give out incorrect

information and this misinformation can impact a customer so severely should not be allowed

to exist without a system of documentation and accountability to that employee. All the information I have presented here is 100% factual and should be taken very seriously by any supervisor who cares about customer retention. I hope that this can be resolved quickly and easily.

I look forward to your response-

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

#2

Response:

Dear XX

RE: Case Number 1111197

In your recent email, you expressed your concerns regarding your and XX partially unused tickets. On behalf of Northwest Airlines, I sincerely regret any misinformation you received regarding the validity

of your tickets and the difficulty you have encountered rescheduling your return travels due to award travel availability. Please know that we sincerely regret any misinformation you received from our agent regarding the validity of your ticket, however, the Customer Care office does not offer exceptions to the Terms and Conditions associated with tickets, nor do we have control over the availability of award travel. I am sorry for your disappointment. We continually strive to improve our reservation process and customer experience through recurrent training and coaching with individual employees. To this end, your concerns have been forwarded to the Elite management staff so improvements can be made.

Please contact either our Reservations/Sales office at 1-800-225-2525 or our WorldPerks office at 1-800-447-3757 for assistance with rescheduling your return travels. Even though we are unable to assist you with your travel plans, we value you as a Silver Elite member, XX, and to show our commitment,

we have reserved Electronic Credit Vouchers for you and XX as follows:

The Terms and Conditions are attached; the ECV issue date is May 25, 2005. Please read these carefully as exceptions, replacement vouchers, or extensions beyond the one year issue date will not be permitted. Keep this email, along with the Terms and Conditions, since the information listed above is needed for redemption. XX, thank you for taking the time to write. Again, I sincerely apologize for any misinformation you were offered regarding the validity of your tickets and the unavailability of award travel flights. We value you as a Silver Elite member and hope to welcome you and XX onboard a future flight, as I am confident we will provide the excellent service you deserve and have every right to expect.

Sincerely,

Gloria Krammer

Customer Care

Northwest/KLM Airlines

Original Message Follows:

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

Flight Date: 01/26/2005

Flight Number: NW0026

Origin City: PVG

Destination City: DTW

====================

#3

My Response back to Customer Service

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

I am responding to the email I have just received from Customer Care. I don't think that you understand what I sent in my first message. Your employee gave me this information. This employee worked for the World Perks Gold Elite line! You have cost 2 people a $600 return trip each and in addition expect them to purchase another $1200 ticket EACH to get home. You offer us a $50 gift certificate? It is insulting. This little man who gave me wrong information has cost us $1200 with the requirement of spending another $2400 to get out of it. Our families have both been long-time customers of Northwest Airlines but that is over. You just lost about 12 customers for life, all of which fly a lot. You need to understand that we can't just swallow this expense. You just made the decision for us that we do not get to go home for another year. We have been living in China since last summer and because of this event, we will be unable to see our families for another entire year. Thanks!

How could I ever do business with Northwest Airlines again? Your company and its inability to be accountable for its employees has singlehandedly destroyed our plans and the plans of our families. I expected more from NWA and I am severely disappointed in this response. I am left with no other choice but to do everything I can to get my situation known so that I may get it resolved.

X-customer Eric Click this link to e-mail the message author: Email User