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NW546 Yesterday  
User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Posted (6 years 4 months 1 week 5 days 13 hours ago) and read 4237 times:

I had the unfortunate luck to fly NW yesterday. True to form of NW and part of the reason I despise them as an airline, I was booked on flight 546 yesterday from DEN-MSP. After having made us wait on-board for the first 1.5 hrs before finally deplanning us, the customer service agents fell back on their normal M.O. of "half-hour'itis". When an airline has no clue as to how long something will take to fix they start updating every 30 minutes that the flight will only be delayed another 30 mins.

When ticket agents were whining that everyone should just wait and no rebookings were going to happen yet, I knew the drill. I simply said "screw it", walked over to terminal B and bought a one-way walk up fare on UA for $335.00 that left at 7:30 instead. When I checked this morning I saw that NW546 didn't make it into MSP until almost 3 am or 7 1/2 hours late. What happened to this 757 and flight? Did they fly another aircraft out to pick these people up?

The NW mechanics, flight crew, and customer service people all deserve low marks for such a poor way of handling the situation.

66 replies: All unread, showing first 25:
 
User currently offlineAgentXE1225 From United States of America, joined Apr 2008, 166 posts, RR: 0
Reply 1, posted (6 years 4 months 1 week 5 days 12 hours ago) and read 4208 times:

That really sucks, and is a prime example of customer service in the crapper. At least when I have delayed flights and no information (EWR on ground stop, update at 1600lcl), I include the fact that I have no info in announcements, but assure the passengers that the second I have any sort of update, they will be the first to know. We also pull up the connect list and start rebooking them first, then anyone else who desires rebooking, provided there are seats available and no delays on the other airlines. I can get into NW system, but usually if one of their flights is delayed it doesn't show up until the last minute. But then I start calling NW agents I know just to make sure that they don't have better info than what I can look at. I have no problem calling whomever I have to to get needed information!  Wink

User currently offlineAlitalia744 From United States of America, joined Mar 2000, 4748 posts, RR: 45
Reply 2, posted (6 years 4 months 1 week 5 days 11 hours ago) and read 4123 times:

While unfortunate, and probably able to be better handled by crew, this situation happens to any airline.

I experienced it on CO a few months ago.

It happens from time to time.



Some see lines, others see between the lines.
User currently offlineKingAir200 From United States of America, joined May 2006, 1615 posts, RR: 2
Reply 3, posted (6 years 4 months 1 week 5 days 6 hours ago) and read 3985 times:

Quoting FruteBrute (Thread starter):
The NW mechanics, flight crew, and customer service people all deserve low marks for such a poor way of handling the situation.

I'm sorry they couldn't look into their maintenance crystal ball for you and come up with an exact answer. Like Alitalia744 says, this happens to everybody. Airplanes break, and sometimes they take longer to fix than expected. I am pretty sure I speak for everybody when I say I'd rather see a long delay than ride on an airplane that wasn't repaired correctly. Sorry for your experience, but once again, there probably wasn't much they could do. They probably shouldn't have been giving times because that really only sets you up to disappoint, but other than that...


By the way, did they fly in NWA mechanics to fix the airplane? NWA doesn't have their own guys at DEN.

[Edited 2008-04-24 18:32:05]


Hey Swifty
User currently offlineAgentXE1225 From United States of America, joined Apr 2008, 166 posts, RR: 0
Reply 4, posted (6 years 4 months 1 week 5 days 6 hours ago) and read 3958 times:



Quoting KingAir200 (Reply 3):
Quoting FruteBrute (Thread starter):
The NW mechanics, flight crew, and customer service people all deserve low marks for such a poor way of handling the situation.

I'm sorry they couldn't look into their maintenance crystal ball for you and come up with an exact answer. Like Alitalia744 says, this happens to everybody. Airplanes break, and sometimes they take longer to fix than expected. I am pretty sure I speak for everybody when I say I'd rather see a long delay than ride on an airplane that wasn't repaired correctly. Sorry for your experience, but once again, there probably wasn't much they could do. They probably shouldn't have been giving times because that really only sets you up to disappoint, but other than that...


By the way, did they fly in NWA mechanics to fix the airplane? NWA doesn't have their own guys at DEN.

Good point, especially in a non-hub. Even w/contract mx, parts are still needed, so if ya gotta fly in the parts, may as well bring company along to fix the problem. Even Superman can't pull spare parts, planes, and mechanics from his bum.


User currently offlineDTWAGENT From United States of America, joined Jan 2006, 1283 posts, RR: 0
Reply 5, posted (6 years 4 months 1 week 5 days 6 hours ago) and read 3932 times:

Yes, however, I have seen at NWA were the delay was because the crew had reached their time limits and or they are waiting for an inbound plane and they (the agents) act like they know nothing about the flight. I can look it up on their own website and get the information. If I can do that, why can't the agents know what is going on.????

Please some people at NWA are just plain lazy and don't give a crap about the pass. They have to remember, wtih out us they have no paycheck. Even as little as it is now.

Chuck


User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Reply 6, posted (6 years 4 months 1 week 5 days 6 hours ago) and read 3931 times:



Quoting KingAir200 (Reply 3):
I'm sorry they couldn't look into their maintenance crystal ball for you and come up with an exact answer. Like Alitalia744 says, this happens to everybody. Airplanes break, and sometimes they take longer to fix than expected. I am pretty sure I speak for everybody when I say I'd rather see a long delay than ride on an airplane that wasn't repaired correctly. Sorry for your experience, but once again, there probably wasn't much they could do. They probably shouldn't have been giving times because that really only sets you up to disappoint, but other than that...


By the way, did they fly in NWA mechanics to fix the airplane? NWA doesn't have their own guys at DEN.

I'm not complaining about the plane being broken... well other than the fact that it was probably 20+ years old and old planes break.

I was complaining that it could be handled 1,000 times better. Had they been proactive they would have rebooked passengers right away rather than doing the half-hour game of (literally) 6:30 / 7:00 / 7:30 / 8:00 / 8:30 departure times. After 7:45 I was on another flight and gone, so for all I know they kept that game up all night. Instead, the waited until it was too late to do anything else other than sit there and wait. All the other options had left the airport by the time the acknowledged the issue.

I also was asking any of our illustrious NWA members what the ole computer said as to the real issue, and what the resolution actually was. Their silence speaks volumes.


User currently offlineAgentXE1225 From United States of America, joined Apr 2008, 166 posts, RR: 0
Reply 7, posted (6 years 4 months 1 week 5 days 6 hours ago) and read 3894 times:



Quoting DTWAGENT (Reply 5):
Yes, however, I have seen at NWA were the delay was because the crew had reached their time limits and or they are waiting for an inbound plane and they (the agents) act like they know nothing about the flight. I can look it up on their own website and get the information. If I can do that, why can't the agents know what is going on.????

Please some people at NWA are just plain lazy and don't give a crap about the pass. They have to remember, wtih out us they have no paycheck. Even as little as it is now.

Chuck

And another good point. Speaking ONLY for myself, I desire info, I ask crew or mechanics. If I can't get answers from them, I've never hesitated to call mx control. Pax deserve to know what's up, and agents should care enough to oblige them.


User currently offlineKingAir200 From United States of America, joined May 2006, 1615 posts, RR: 2
Reply 8, posted (6 years 4 months 1 week 5 days 5 hours ago) and read 3866 times:

Quoting FruteBrute (Reply 6):
I also was asking any of our illustrious NWA members what the ole computer said as to the real issue, and what the resolution actually was. Their silence speaks volumes.

The airplane broke. That was the real issue. There ended up being an aircraft change due to maintenance. For what it's worth, 546 only went back to MSP with 34 people, so unless the flight was ridiculously empty to begin with, they sent the people elsewhere.

[Edited 2008-04-24 19:55:10]


Hey Swifty
User currently offlineMSPDL From United States of America, joined Aug 2007, 56 posts, RR: 0
Reply 9, posted (6 years 4 months 1 week 5 days 4 hours ago) and read 3808 times:

You know what sucks about delays (for gate agents anyway) is that we can never get a straight answer from ANYBODY!
The pilots seem to never know what is wrong with THEIR plane! We ask and ask and ask and ask and you get a short rhetorical answer.. I guess the plane is broke! OKAY! Unless the gate agent happens to be a mechanic too, then gate agents rely solely on information given to us.. UNFORTUNATELY..that helps no one. It is bad customer service but unless you have the mechanic out in the gate making the announcements for us.. we are only going to tell you what we know. It is frustrating but we have to give the mechanic or whomever time to evaluate the situation and then let everyone else know what exactly they need to do. Hence..that is why you get the every 30 minute update.. would you appreciate it if we just ought right said.. 4 hours late.. 3 hours.. 1 hour.. tomorrow.. without knowing exactly what is going on. With airlines bleeding money, they do not want to throw away revenue. However it is double edged sword..


User currently offlineBurnsie28 From United States of America, joined Aug 2004, 7539 posts, RR: 8
Reply 10, posted (6 years 4 months 1 week 5 days 4 hours ago) and read 3806 times:



Quoting FruteBrute (Thread starter):
When an airline has no clue as to how long something will take to fix they start updating every 30 minutes that the flight will only be delayed another 30 mins.

Well they could just not update you at all! Being at an outstation with no mechanics, i guess it would be pretty hard since they had to call in a contracter or another airline such as United or Delta. Delta used to often do work on some NW aircraft in Denver.

Quoting FruteBrute (Thread starter):
Did they fly another aircraft out to pick these people up?

You said you checked flight status and here is what it said

Quote:
Aircraft change due to maintenance.

So yes it states that it was a different aircraft....

Quoting FruteBrute (Thread starter):
The NW mechanics, flight crew, and customer service people all deserve low marks for such a poor way of handling the situation.

First off since it was a contracted company, you can't blame the mechanics, the flight crew probably knew as much as you did other then what was wrong, they don't fix the planes so its hard for them to tell you how long it will take. Finally the CSA's can't do everything at once, just chill for a second. Just about everyone else that had connections got on an earlier flight, heck they may have put you on UA as it was anyway and saved you the $300+ that you spent. You walked away from the situation... so instead of just waiting for a few minutes or even calling NW's res number (which is know is just soooo hard to do) you decided to just walk away before finding out what really was going on.

Quoting FruteBrute (Thread starter):
When ticket agents were whining that everyone should just wait and no rebookings were going to happen yet

When you have 100 people standing at the counter all talking at the same time, you would probably do the same thing.



"Some People Just Know How To Fly"- Best slogan ever, RIP NW 1926-2009
User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Reply 11, posted (6 years 4 months 1 week 5 days 4 hours ago) and read 3787 times:



Quoting Burnsie28 (Reply 10):
Just about everyone else that had connections got on an earlier flight, heck they may have put you on UA as it was anyway and saved you the $300+ that you spent. You walked away from the situation... so instead of just waiting for a few minutes or even calling NW's res number (which is know is just soooo hard to do) you decided to just walk away before finding out what really was going on.

And your attitude is exactly why NW is the bottom of the barrel. Typical of the reply of a union worker at NW. Snotty, cold, uncaring, and OMG I'm working for so little screw you for asking me anything.

Funny thing is the United flight had about 12 or so empty seats, as well as at least 2 non-revs. So no they did not rebook people. The NW flight was about 1/2 full when I boarded it. So "only" 34 people were waylayed for 7 1/2 hours? How many people gave up like I did, how many stayed overnight in DEN instead, and how many got rerouted on another carrier for a connection to only get in to their final destination equally late?

But you've convinced me. I shall never fly NW to Denver again under any circumstance since they are at the mercy of so many things not under their control. I didn't realize I had booked my ticket with an outsourced mechanics airline.... oh that's right I didn't. It was booked on NWA... but again, nothing is ever NWA's fault is it?

Thank god the red tails are soon to be extinct.


User currently offlineKingAir200 From United States of America, joined May 2006, 1615 posts, RR: 2
Reply 12, posted (6 years 4 months 1 week 4 days 20 hours ago) and read 3671 times:



Quoting FruteBrute (Reply 11):
So "only" 34 people were waylayed for 7 1/2 hours?

I was using only to show that there were 34 out of 182 seats full on the airplane. I don't doubt that it was inconveniencing for them. BTW, the last NWA flight after yours to MSP went out full. How do you know at least some people weren't rebooked onto that flight? Were you in the gate area for the whole 7.5 hours to make that determination?

Quoting FruteBrute (Reply 11):
I didn't realize I had booked my ticket with an outsourced mechanics airline.... oh that's right I didn't. It was booked on NWA...

What exactly is that supposed to mean? NWA has mechanics in two cities only. Two. MSP and DTW. So I don't know where you're going with that. Is it supposed to be some attempt at sarcasm? As if NWA was run by these "outsourced mechanics?"

Quoting FruteBrute (Reply 11):
Thank god the red tails are soon to be extinct.

Thanks for that contribution.



Hey Swifty
User currently offlinePhelpsie87 From United States of America, joined Apr 2006, 498 posts, RR: 2
Reply 13, posted (6 years 4 months 1 week 4 days 17 hours ago) and read 3576 times:



Quoting FruteBrute (Reply 11):
And your attitude is exactly why NW is the bottom of the barrel. Typical of the reply of a union worker at NW. Snotty, cold, uncaring, and OMG I'm working for so little screw you for asking me anything.

HAHAHA you think he works for NW...

You don't have to be a "snotty, cold, uncaring union worker" at NW to know how to do all that Burnsie28 described. Maybe you should learn to play the system.

Quoting FruteBrute (Reply 11):
Funny thing is the United flight had about 12 or so empty seats, as well as at least 2 non-revs. So no they did not rebook people. The NW flight was about 1/2 full when I boarded it. So "only" 34 people were waylayed for 7 1/2 hours? How many people gave up like I did, how many stayed overnight in DEN instead, and how many got rerouted on another carrier for a connection to only get in to their final destination equally late?

Well, first, 3 other pax that I saw were rebooked from NW onto UA726. Just because every other carrier wasn't full, does not mean that NW didn't rebook. Second, did you maybe think that they rebooked pax direct to their final dest. if it wasn't MSP?? UA and F9 have a number of flights departing to other cities besides MSP, not to mention all the other carriers in DEN.

Quoting FruteBrute (Reply 11):
But you've convinced me. I shall never fly NW to Denver again under any circumstance since they are at the mercy of so many things not under their control. I didn't realize I had booked my ticket with an outsourced mechanics airline.... oh that's right I didn't. It was booked on NWA... but again, nothing is ever NWA's fault is it?

Did you know that airlines outsource their mechanics in smaller stations too?? Hope you don't have to go to some small city. Your plane might break....

Actually, you would be hard pressed to find an actual mechanic working for the airline your flying on anywhere but hub stations.


FruteBrute, honestly, you can't blame NW. It is not their fault the aircraft broke, just like its not your fault when your car breaks down. Agents have to handle a lot in delay situations, and pax like you do not help. Trust me, I know, I have worked in the biz for a number of years now. A number of situations could have taken place. You could have waited a bit longer to see what would have happened. Knowing now that the aircraft was delayed as long as it was, after an hour or so delay, you could have nicely asked the gate agents if you had any other options to get to your final stop. If your too inpatient, give this number a call 1-800-225-2525, say the word "agent" and talk to someone and tell them your situation. NW could have put you UA, F9, or any other airline depending on your final stop, thanks to a nice rule in place between airlines. It was YOUR choice to walk away and pay the $300+ for another ticket. Sometimes, a little patients, and a little investigating can go a long way. Like I said, learn to play the system!


User currently offlineVhelou From , joined Dec 1969, posts, RR:
Reply 14, posted (6 years 4 months 1 week 4 days 16 hours ago) and read 3521 times:

I know that after such a situation you one would be quite frustrated. These situations happen on every airline and to be quite honest, the gate agent is the person who is to blame the least. Think about you working behind that counter and 50 people coming constantly asking the same questions... some of which might even be quite rude. I fly around 100-130 times per year and gave up getting upset about these situations. None of the people involved are happy about this... the gate agent wants to get home, the crew wants to fly out, etc. Sometime sh** happens....
I honestly have to say that the experiences I have made with NWA in these situations were always as positive as can be. Very often you don't know what the reason for a flight delay is and the 30 minute game becomes necessary. Would you be happy if for some reason they would tell you the plane is 2hrs delayed and when you come back the flight left because the reboot did the trick and the flight is good to go?
In my eyes these instances are tedious but as long as I am treated with respect I am ok with it. Without wanting to insult anybody but usually asking in a friendly matter does the trick. When you give the gate agent a smile they usually tell you what they know and if the answer is: "I don't know what the problem is", so be it... in the end the problem might not even be completely troubleshooted at the time you ask.
If the reason for a delay is known by the airline, they usually will give you the info... do you think somebody has fun standing in front of an angry mob of airline passengers (and trust me I have seen some incredible people screaming with a gate agent, customer service representative or even the crew which waits at the gate)?
Btw: A big thanks to especially the NWA crews which have always treated me with respect even in those situations!


User currently offlineCubsrule From United States of America, joined May 2004, 22939 posts, RR: 20
Reply 15, posted (6 years 4 months 1 week 4 days 16 hours ago) and read 3502 times:



Quoting FruteBrute (Reply 6):
I'm not complaining about the plane being broken... well other than the fact that it was probably 20+ years old and old planes break.

NW's -9s (some 40 years old) have better dispatch reliability than their 319s and 320s. I'm not sure "old planes break" is really a fair charge to level at NW.

Quoting FruteBrute (Reply 6):
Had they been proactive they would have rebooked passengers right away rather than doing the half-hour game of (literally) 6:30 / 7:00 / 7:30 / 8:00 / 8:30 departure times.

But sometimes you don't know. Here are some possible steps...

Pilot discovers problem; he believes it'll be a fairly quick fix (and I've found that pilots both at NW and elsewhere tend to be right about this)

Pilot calls m/x

M/X takes an hour to show up

M/X takes half an hour to diagnose problem, goes back to the shop for a part

M/X bumbles around shop, discovers they do not have part

M/X goes to UA to try to get part

M/X discovers that UA does not have part either

M/X returns to gate to confer with NW

Someone calls MSP; MSP decides to fly the part (and maybe their own M/X people in)

...and 3 hours later, we finally have an idea of when the plane might depart. It's not anyone's fault; it's just the way things happen sometimes.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineSoxfan From United States of America, joined Mar 2008, 864 posts, RR: 0
Reply 16, posted (6 years 4 months 1 week 4 days 16 hours ago) and read 3482 times:

I saw on the website that there was a NW flight which left a couple hours later on a smaller Airbus...was that plane already full, or could some passengers have been reaccommodated on that flight?


Pilot: "Request push, which way should we face?" JFK Ground: "You better face the front, sir, or you'll scare the pax!"
User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Reply 17, posted (6 years 4 months 1 week 4 days 16 hours ago) and read 3462 times:



Quoting Phelpsie87 (Reply 13):
FruteBrute, honestly, you can't blame NW. It is not their fault the aircraft broke, just like its not your fault when your car breaks down. Agents have to handle a lot in delay situations, and pax like you do not help. Trust me, I know, I have worked in the biz for a number of years now. A number of situations could have taken place. You could have waited a bit longer to see what would have happened. Knowing now that the aircraft was delayed as long as it was, after an hour or so delay, you could have nicely asked the gate agents if you had any other options to get to your final stop. If your too inpatient, give this number a call 1-800-225-2525, say the word "agent" and talk to someone and tell them your situation. NW could have put you UA, F9, or any other airline depending on your final stop, thanks to a nice rule in place between airlines. It was YOUR choice to walk away and pay the $300+ for another ticket. Sometimes, a little patients, and a little investigating can go a long way. Like I said, learn to play the system!

I know how "the game" works and how to "play" it. Do you think I care about the $300? I just added it to my expense acct. Again, I'm not upset the plane broke. I wanted to know what really was wrong with it, and remarked how poorly NW handled the situation.

My choices were clear. There were two more flights out one on F9 and one on UA that I could possibly catch. Since the gate agent rudely declared they weren't going to do anything yet, I had a choice. Sit and wait while they play the 1/2 hour game hoping they fixed it, or head to another carrier to book postive space. When you are at the point of no return with your decision you make it and move on. I decided NW was probably going to be redardedly late so took the last flight out that wasn't a NW plane, and didn't feel like waiting to see if NW did the right thing or not. It was the right decision. I filed a credit card dispute complaint this morning. Now the credit card company and NW can fight over it. I wasn't going to worry about it until decided that having an NW employee have to be sidetracked investigating a complaint, and dealing with the credit card company, was the least they can deal with since they were so cavalier with sidetracking me.


User currently offlineCubsrule From United States of America, joined May 2004, 22939 posts, RR: 20
Reply 18, posted (6 years 4 months 1 week 4 days 15 hours ago) and read 3444 times:



Quoting FruteBrute (Reply 17):
Again, I'm not upset the plane broke. I wanted to know what really was wrong with it, and remarked how poorly NW handled the situation.

How do you know they could have handled it better? If the delay is going to be an hour or two, rebooking everyone probably isn't the best idea (heck, it could take that long to get everyone rebooked).

Quoting FruteBrute (Reply 17):
Sit and wait while they play the 1/2 hour game hoping they fixed it, or head to another carrier to book postive space.

Why do you assume that they played games? Like every other carrier, NW does have employees who are decent people.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Reply 19, posted (6 years 4 months 1 week 4 days 15 hours ago) and read 3426 times:

What I find most interesting is that the only "that sucks" or "I'm sorry" type of remark posted here is from a Continental Airlines employee. Everyone else is full of excuses and wanting to blame me the customer for doing what is in my best interest to get home. Is it any wonder why Continental scores consistently high in customer service?

User currently offlinePhaetonFell From United States of America, joined Apr 2008, 64 posts, RR: 0
Reply 20, posted (6 years 4 months 1 week 4 days 15 hours ago) and read 3403 times:
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Quoting FruteBrute (Reply 19):
What I find most interesting is that the only "that sucks" or "I'm sorry" type of remark posted here is from a Continental Airlines employee. Everyone else is full of excuses and wanting to blame me the customer for doing what is in my best interest to get home. Is it any wonder why Continental scores consistently high in customer service?

You know, you're right. If I put myself in your shoes, I feel your pain.

As a customer, you want service and you want timely and accurate information. That's what you pay for. When you don't get it, you have every right to be frustrated.

On the other hand, the post you started this thread with accentuates your frustrations very vividly; which is to say that it is spiteful and mean spirited.
It's the type of letter I would expect to end up on a customer relations desk -- NOT on an aviation message board made up of a good amount of airline employees; most of which are going to be inclined to defend the situation. Are you actually suprised at the responses you've gotten??

As a customer, I share your frustration. As an airline professional, I'm disheartened by your ignorance and spiteful attitude. I have been in these situations before and trust me - NO ONE likes that airplane being delayed. It's costly for the airline, bad for their image, difficult to coordinate from a Customer Service perspective and all around just not a fun time.

Trust me - we prefer to get customers to their destination, and we fully realize where our paychecks come from.


User currently offlineKingAir200 From United States of America, joined May 2006, 1615 posts, RR: 2
Reply 21, posted (6 years 4 months 1 week 4 days 15 hours ago) and read 3367 times:

Quoting FruteBrute (Reply 17):
I know how "the game" works and how to "play" it. Do you think I care about the $300? I just added it to my expense acct.

Must be nice...

Quoting FruteBrute (Reply 17):
I wanted to know what really was wrong with it, and remarked how poorly NW handled the situation.

Would you have known how long the fix would have taken had they told you? Do you have intimate knowledge of the systems of the Boeing 757?

Oh, by the way, I believe I am the only NWA employee who has responded to you. And I did say your experience was unfortunate.

[Edited 2008-04-25 10:30:41]


Hey Swifty
User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Reply 22, posted (6 years 4 months 1 week 4 days 14 hours ago) and read 3355 times:



Quoting PhaetonFell (Reply 20):
As a customer, you want service and you want timely and accurate information. That's what you pay for. When you don't get it, you have every right to be frustrated.

Which is what I was pointing out.

Quoting PhaetonFell (Reply 20):
On the other hand, the post you started this thread with accentuates your frustrations very vividly; which is to say that it is spiteful and mean spirited.

I disagree. My OP wasn't spiteful or mean. I wasn't even "mad" about it when it happened. It's like when you have a problem with the cable company, and they are supposed to send someone out. You know in the back of your mind there's a 50/50 shot of the guy just not showing up. They have plenty excuse why it didn't happen as well. Frankly, it's not my problem, I don't care. I don't care that NW has farmed their maintenance out to an outside party. I don't care about the technical difficulties they might have communicating with each other. What I do care about is, when are you going to do what you promised, and I paid for you to do? As I've said, I've been thru this drill 100 times or more.

Quoting PhaetonFell (Reply 20):
As an airline professional, I'm disheartened by your ignorance and spiteful attitude. I have been in these situations before and trust me - NO ONE likes that airplane being delayed. It's costly for the airline, bad for their image, difficult to coordinate from a Customer Service perspective and all around just not a fun time.

Again you make an assumption because I hold the airline accountable for what they say and do as "ignorant and spiteful". This same situation had it been handled better, wouldn't have been an issue at all. Seriously, after the 4th or 5th time of "the plane will depart at (insert time 30 minutes later from the last promise)", they should have rebooked everyone possible, simply say "we have no idea how long it will take, go eat something (on us) and we will keep you updated and make a terminal wide announcement). It's the airline business. You're not putting a man on the moon. Instead they did the half hour shuffle. Why? My assertion is they wanted to cling on to every dime possible, and not have to pay another airline to rebook them.

As it was I rolled my eyes walked to terminal B, paid my money, went and had a cold beer & a plate of tacos at the cantina, got on my United flight and got home.... about 4+ hours sooner than those "only" 34 people. It was poor customer service on NW part, plain and simple. Everyone can "defend' this lousy behavior all they want, but in the end this was a shining example of why most travelers look at airlines as a commodity.


User currently offlineFruteBrute From , joined Dec 1969, posts, RR:
Reply 23, posted (6 years 4 months 1 week 4 days 14 hours ago) and read 3351 times:



Quoting KingAir200 (Reply 21):
Would you have known how long the fix would have taken had they told you? Do you have intimate knowledge of the systems of the Boeing 757?

I think you misunderstand what I was asking. I was asking, now, today does anyone here at anet know what was really wrong with the aircraft? It was a guessing game last I was around to hear, so wondered what the final resolution was with it.


User currently offlineKingAir200 From United States of America, joined May 2006, 1615 posts, RR: 2
Reply 24, posted (6 years 4 months 1 week 4 days 14 hours ago) and read 3353 times:

Quoting FruteBrute (Reply 22):
about 4+ hours sooner than those "only" 34 people.

Really? Did you really just type the only in quotations? I believe we've been over why I utilized that.

A tip for you by the way, in the future when you want honest answers from the employees of a company, you might want to skip the part where you tell them you're glad their employer is going away.

[Edited 2008-04-25 10:46:31]


Hey Swifty
25 PhaetonFell : As I've said; you have every right to be frustrated. I'll re-assert my original post that statements like those you made above are spiteful and ignor
26 Cubsrule : Thus far, you have provided no evidence that NW didn't handle the situation as professionally as they could have given the information they had.
27 FruteBrute : It's amusing that not a single NW person has answered what really happened with the plane. Why is that?
28 Cubsrule : See, some companies have these policies about this thing called "confidentiality..." bummer, isn't it?
29 FruteBrute : Are you kidding me? I'm not looking to have my "frustrations redressed". I asked what happened to the aircraft? I also posted how poorly the NW staff
30 Phelpsie87 : NW would have booked you positive space on another carrier too...but anyway. Agreeing with an above post, must be nice... You don't care, yet you com
31 Cubsrule : You keep saying this but providing no evidence. In my travels, I frequently see customers who are part of the customer service problem. They tend to
32 FruteBrute : I didn't. But when various posters asked for more info, I replied. As I said, as far as I'm concerned the matter is handled since now the credit card
33 Cubsrule : What has NW done wrong? You (still) have not concretely identified a single thing that they definitely screwed up.
34 FruteBrute : Doesn't matter what you think. I've provided my recap on what happened. No one has offered any other first hand account. I was there, I told you what
35 Cubsrule : But that's my whole point: I don't see anything particularly appalling about how NW handled the situation. You hold up AA as an example... I've exper
36 ChiGB1973 : Why do you keep booking with NW? M[Edited 2008-04-25 14:58:02]
37 DocLightning : The problem is that NW's frequent M.O. is the above-mentioned "half-hour update." This is unacceptable. Passengers deserve to know the nature of the p
38 Cubsrule : When I was elite on NW, I experienced a number of m/x delays, and employees (onboard and ground) always passed along what information they had. When
39 DocLightning : He knows they could have handled it better because... ...they could have handled it better. As in, actually going after the information and informing
40 Cubsrule : There is sometimes little or no information to share. If m/x is looking at the problem but hasn't yet figured it out, what are they supposed to tell
41 Stratosphere : UMM He might as well..Burnsie28 is the biggest nwa cheerleader on this board and his father is an nwa capt.
42 PhaetonFell : The other side of this, is that if all this time was devoted to holding pax hands and walking them through every step of what is being done, the plan
43 Phelpsie87 : Its not a trick. We let you know what you need to know. When agents tell you what is "really happening," pax become angry the aircraft is down, some
44 FruteBrute : How difficult is it to understand that it's NOT the mx issue itself. It is how it is handled. We were sitting ON THE PLANE waiting for "just 5 more m
45 PhilSquares : I disagree. First of all, quite often the flight crew doesn't have all the information. For instance, if there is a status message, that will have to
46 Cubsrule : Given your inability to even consider the fact that the employees involved may have been doing their best with what they were given, I have to conclu
47 DocLightning : The job of a customer representative is to 1) represent the company and 2) advocate for the customers. It takes a few seconds to communicate to passe
48 Bicoastal : I fly United almost exclusively. Whenever I have been delayed due to mechanical, the agents told me "amenities apply" meaning they can book me on any
49 FruteBrute : If I had a dollar everytime an airline employee used that line. Look, you are already at work. Doing what you do that you like to do. The rest of us
50 Phelpsie87 : Depends on the station...some will gladly rebook you in the case of a weather/ATC delay. Come see Phelpsie87 sometime You do realize that they are on
51 PhilSquares : You come across as a person who wants to have everything his way! First of all, I merely tried to explain how it is in the "real" world. I can assure
52 Post contains images FruteBrute : Wow, again, the blame the customer first mentality is pretty clear isn't it? I said I have over a million miles. Yet, typical you assume I'm lying. P
53 DocLightning : Doing a job without updating your customer is poor customer service. I don't care if you're working as fast as you can to fix the problem. You need t
54 NWAJettjockie : I am sorry you had a bad experience, but it may be time to lock this post. Believe me when I tell you, no one wants to delay a flight. It really scre
55 FruteBrute : Thank you. Believe it or not, that means a lot. I understand completely. And as such I think is why you understood my original post. Most of us, are
56 NWAJettjockie : Sometimes it does. Again, I am sorry you had a bad experience with us. Hopefully next time we will get you there early.
57 PhilSquares : You're awful defensive and reading a lot more into what I wrote. Please tell me where I said you were "lying" and I will retract the statement.
58 DocLightning : No. Hopefully next time you will keep your passengers informed.
59 Cubsrule : We have no evidence that there was information to give that was withheld.
60 NWAJettjockie : Don't jump me dude. I wasn't there, and I don't know what happened. Not that I am disputing what FruteBrute says, but that is his side of the story.
61 Burnsie28 : Just because you fly a lot doesn't mean that you know how the business works. You don't get it do you, thats easier said that done, especially at a s
62 Phelpsie87 : Stuff happens, lets move on. This thread is pointless now, we have all expressed our opinions and we all disagree with each other.
63 Flyibaby : This isnt exactly true. NWA seems to keep their own mechanics in cities that are gateways as well. SFO and LAX are two that come to mind, and they do
64 Phelpsie87 : Just say ORD, I know you want too lol Thats my favorite
65 PhaetonFell : A gate agent I used to work with finally got fed up with hearing that during a particularly tough WX situation with few rebooks. She finally retorted
66 WingnutMN : Sometimes you may not want to tell the pax what the mx issue is. If we have a hydraulic issue (bad pump for example) and we can't pressurize one of th
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