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NW $100 Fee For Late Connection?  
User currently offlineGEG2RAP From United States of America, joined Sep 2003, 851 posts, RR: 0
Posted (6 years 3 weeks 6 days 21 hours ago) and read 13531 times:

Sorry for this rant. I have been on a.net for years and read many other peoples and I need some help getting this resolved.
I was flying to YKM-SEA-MSP-RAP (on one ticket bought on nwa.com)
my ykm-sea flight on qx was late, arrived at sea at 650, my nwa flight left at 700 as scheduled minnus me.
I got to the gate at 705, and asked to be booked on a later flight, three seperate NWA agents said it would cost me $100 to change my flights because I was late. They said I needed to go ask Alaska for a refund of the money since they were the late carrier. Ok I paid so I could get home, I went to alaska customer service center and they said they couldn't refund me anything since they didn't charge me.
I went back to nwa and was told no supervisors work on saturdays (don't they wish) and the station manager does not give his phone #, and I need to get my $100 back, can anyone share any info (phone #'s emails) on how to contact someone at NWA at seatac.
I called customer care for NWA and they said they could not override the airport and I will not be at sea for a while (my return flight goes through SLC to YKM) feel free to send me a message over a.net
i feel like I am in a holding pattern over ewr
help please  Sad
Anyone else experience this? I have missed connections between carriers before and just been rebooked.
jeremy

169 replies: All unread, showing first 25:
 
User currently offlineCuriousFlyer From United States of America, joined Oct 2006, 693 posts, RR: 0
Reply 1, posted (6 years 3 weeks 6 days 21 hours ago) and read 13523 times:

This is insane. I cannot believe NWA extorted $100 from you. It was one ticket...

They'd try anything. I'm appalled again!


User currently offlineAirNZ From , joined Dec 1969, posts, RR:
Reply 2, posted (6 years 3 weeks 6 days 21 hours ago) and read 13498 times:

Who issued the ticket?
From the information you supplied...that you purchased it on nwa.com...I would off-hand assume they did. However, that said, the first carrier has the responsibility of getting you to your destination if it was they who were late.
You might be stuck here in that, wheras Alaska had the responsibility of rebooking you, you seemingly never gave them the chance to do so and, as such, they might be correct in not having to refund you since you rebooked on your own.
I'm not saying this is definitive however, but just the way I'm reading the information you supplied.


User currently offlineADXMatt From United States of America, joined Jul 2006, 950 posts, RR: 2
Reply 3, posted (6 years 3 weeks 6 days 21 hours ago) and read 13488 times:

Was it a code share flight or just AS/NW on one ticket?

If it was a code share flight NW should just rebook you.

If it was AS/NW just on one ticket then AS should have rebooked and revalidated/reissued your ticket.

You will need to send a letter to NW customer service explain that AS was late and you want your $100 back.

It is amazing how the agent at NW/SEA couldn't explain and resolve a simple misconection.


User currently offlineGEG2RAP From United States of America, joined Sep 2003, 851 posts, RR: 0
Reply 4, posted (6 years 3 weeks 6 days 21 hours ago) and read 13479 times:



Quoting AirNZ (Reply 2):
Who issued the ticket?

nwa did issue the tickets,
I did check in with horizon this morning since that was my first flight


User currently offlineWedgetail737 From United States of America, joined Aug 2003, 5901 posts, RR: 6
Reply 5, posted (6 years 3 weeks 6 days 21 hours ago) and read 13479 times:
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Just another one of those fees that the majors can and will charge you. But it doesn't surprise me... I'm surprised that NWA didn't charge you to use the restroom in S-terminal at SEA.

Oh, by the way, there's a $5 fee for taking pictures of their airplanes; $10 fee for noticing the registration number of the airplane; and your ticket is now a standby ticket which cost you another $75 to process because YOU changed your ticket. In addition, there's a $10 fee for talking with an agent; $5 for every flight missed...another $50 processing fee for issuing a new ticket; $10 fee for putting you on yet another standby list; another $5 for talking to the gate agent... It goes on.


User currently offlineTVNWZ From United States of America, joined Feb 2006, 2374 posts, RR: 2
Reply 6, posted (6 years 3 weeks 6 days 21 hours ago) and read 13418 times:

Something is terribly wrong. If it is a NW flight number on the Horizon flightm (and checking the schedule it is) you should have just been rerouted on NW with no problem. Go to TTU on their website. You'll get the C-note.

User currently offlineBNinMSY From United States of America, joined Nov 2005, 332 posts, RR: 0
Reply 7, posted (6 years 3 weeks 6 days 20 hours ago) and read 13289 times:

If this was a 012/Northwest issued ticket and one ticket issued - they are simply wrong.
I would go to http://www.nwa.com/talk/ttu.html and request a review of your travel and request the fee be refunded.

This is ridiculous for NW to behave in a manner such as this.

Why does NW even bother to exsist?


User currently offlineDLPMMM From United States of America, joined Apr 2005, 3591 posts, RR: 10
Reply 8, posted (6 years 3 weeks 6 days 20 hours ago) and read 13253 times:



Quoting BNinMSY (Reply 7):
This is ridiculous for NW to behave in a manner such as this.

Why does NW even bother to exsist?

They won't for very much longer.  Wink


User currently offlinePanAm747 From United States of America, joined Feb 2004, 4242 posts, RR: 8
Reply 9, posted (6 years 3 weeks 6 days 20 hours ago) and read 13243 times:

If this was a thru ticket purchased via nwa.com and NOT on two separate reservation terms, then Northwest is required to deliver you to your destination. What they did was plain and simple extortion, and they did not live up to the contract of carraige.

If they've got a problem with another airline's on-time service, then they should take that up with the specific airline and stop doing business with them. However, since they sold you a thru seat, promising to interline you and connect you, it is their responsibility to rebook you to get you to your destination.

If you paid with your credit card, get your CC company involved. Tell them what happened, insist on them withholding that $100 "extortion fee", and let them argue it out. They've got clout, and while it's in dispute, NWA doesn't get the money, and you don't get the interest on it.

Shameful behavior.



Pan Am:The World's Most Experienced Airline - P(oor) S(ailor's) A(irline): San Diego's Hometown Airline-Catch Our Smile!
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 10, posted (6 years 3 weeks 6 days 19 hours ago) and read 13160 times:

My understanding from years of traveling and years of chatting with travel agents that the delivering carrier is responsible for rebooking you should you miss an onward connection due to a late-arriving inbound flight.

In this case, Alaska, not NW should have handled your reaccommodation -- even though the ticket may have been issued by (plated on) NW, and even though your flight may have had an NW number addtached to it, since Alaska (or Horizon) actually flew the plane, they're the people you should have talked to about -rebooking-, not -refunding-

I know when I misconnected with CO->NW in DTW, the CO agent was wating on the jetway when we landed with my rebooking information, hotel vouchers, etc. -- all I needed to do was get a new boarding pass from the NW agent (aparently while they could rebook/protect they couldn't actually generate the boarding pass)

Lincoln



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineAirNZ From , joined Dec 1969, posts, RR:
Reply 11, posted (6 years 3 weeks 6 days 19 hours ago) and read 13116 times:

Quoting Lincoln (Reply 10):
My understanding from years of traveling and years of chatting with travel agents that the delivering carrier is responsible for rebooking you should you miss an onward connection due to a late-arriving inbound flight.

In this case, Alaska, not NW should have handled your reaccommodation -- even though the ticket may have been issued by (plated on) NW, and even though your flight may have had an NW number addtached to it, since Alaska (or Horizon) actually flew the plane, they're the people you should have talked to about -rebooking-, not -refunding-

I fully agree, and what I meant in my reply about Alaska being responsible for the rebooking (but not refunding)......not NW, or the pax. While some posters have a point (though debatable) and mean well, the fact that NW issued the ticket is not valid as Alaska were the carrier concerned and thus have the responsibility. Alaska could not refund as they, in all probability, have not yet received the funds from NW.
Also, if NW issued the ticket then Alaska cannot refund in any case (a ticket must be refunded by the original issuer....either an airline directly or travel agent as applicable)

[Edited 2008-08-02 18:20:00]

User currently offlineIkramerica From United States of America, joined May 2005, 21511 posts, RR: 60
Reply 12, posted (6 years 3 weeks 6 days 19 hours ago) and read 13100 times:



Quoting Lincoln (Reply 10):
In this case, Alaska, not NW should have handled your reaccommodation -- even though the ticket may have been issued by (plated on) NW, and even though your flight may have had an NW number addtached to it, since Alaska (or Horizon) actually flew the plane, they're the people you should have talked to about -rebooking-, not -refunding-

It would have been nice for NW to tell him that though. NW agent could have blocked a seat for him, and told him to go back to AS desk for them to fix things. Or maybe they did and the OP didn't listen?



Of all the things to worry about... the Wookie has no pants.
User currently offlineAirCop From , joined Dec 1969, posts, RR:
Reply 13, posted (6 years 3 weeks 6 days 19 hours ago) and read 13029 times:

Keep all your documents and just challenge the charge on your credit card.

User currently offlineAirNZ From , joined Dec 1969, posts, RR:
Reply 14, posted (6 years 3 weeks 6 days 19 hours ago) and read 13022 times:



Quoting Ikramerica (Reply 12):
It would have been nice for NW to tell him that though. NW agent could have blocked a seat for him, and told him to go back to AS desk for them to fix things. Or maybe they did and the OP didn't listen?

Yes, I would fully agree.


User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 15, posted (6 years 3 weeks 6 days 18 hours ago) and read 12976 times:



Quoting Ikramerica,reply=12It :
would have been nice for NW to tell him that though. NW agent could have blocked a seat for him, and told him to go back to AS desk for them to fix things. Or maybe they did and the OP didn't listen?

Oh, I agree completely -- NW CSRs aren't exactly the most customer service focused, though, so I'm not suprised (and is NW customer service in SEA still staffed by NW employees or was it one of the stations that was outsourced?) -- In DTW I've heard agents openly mocking customers, insulting premium-cabin customers during boarding, and my favorite -- to a pregnant woman asking how to get to a connecting flight -- "If you'd turn around and read the frigging sign..."

Lincoln
[Disclaimer: Only experience at DTW, don't know how the mainline outstations are... Also, in-flight staff are much better]



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineAirCop From , joined Dec 1969, posts, RR:
Reply 16, posted (6 years 3 weeks 6 days 18 hours ago) and read 12920 times:

Was this even a legal connection (40 minutes) at SEA?

User currently offlineEnilria From Canada, joined Feb 2008, 7138 posts, RR: 13
Reply 17, posted (6 years 3 weeks 6 days 18 hours ago) and read 12918 times:



Quoting PanAm747 (Reply 9):
If this was a thru ticket purchased via nwa.com and NOT on two separate reservation terms, then Northwest is required to deliver you to your destination. What they did was plain and simple extortion, and they did not live up to the contract of carraige.

If they've got a problem with another airline's on-time service, then they should take that up with the specific airline and stop doing business with them. However, since they sold you a thru seat, promising to interline you and connect you, it is their responsibility to rebook you to get you to your destination.

If you paid with your credit card, get your CC company involved. Tell them what happened, insist on them withholding that $100 "extortion fee", and let them argue it out. They've got clout, and while it's in dispute, NWA doesn't get the money, and you don't get the interest on it.

BTW, threaten to file a complaint with the DOT. The airlines hate complaints because almost nobody makes them so just one can impact their complaint ranking. Even if they resolve the issue I would still file a complaint just to punish them.


User currently offlineTOLtommy From United States of America, joined Dec 2003, 3289 posts, RR: 4
Reply 18, posted (6 years 3 weeks 6 days 18 hours ago) and read 12899 times:



Quoting AirCop (Reply 13):
Keep all your documents and just challenge the charge on your credit card.

That's the way to best handle it at this point. I would file a complaint with DOT as well, but I wouldn't waste any time with any airlines corporate customer service folks.


User currently offlineAzjubilee From United States of America, joined Apr 2000, 3905 posts, RR: 27
Reply 19, posted (6 years 3 weeks 6 days 18 hours ago) and read 12888 times:

Good lord, you're acting like NWA killed his cat. Could it just be that the agent was WRONG? This is hardly extortion and a simple, honest and thorough explanation to NWA TTU could probably sort this glitch out.

User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 8
Reply 20, posted (6 years 3 weeks 6 days 18 hours ago) and read 12889 times:



Quoting ADXMatt (Reply 3):
If it was AS/NW just on one ticket then AS should have rebooked and revalidated/reissued your ticket.

Yea. Your beef is with Alaska. They should have rebooked you.

Did you approach Alaska at the airport where you were connecting? Or did you go straight to NWA and pay the fee?

My bet is that you just lost $100. I bet neither carrier will refund that money.

Good luck.



Tired of airline bankruptcies....EA/PA/TW and finally DL.
User currently offlineAirJamaica From Jamaica, joined Aug 2006, 2516 posts, RR: 0
Reply 21, posted (6 years 3 weeks 6 days 18 hours ago) and read 12870 times:

Quoting BNinMSY (Reply 7):
This is ridiculous for NW to behave in a manner such as this.

Why does NW even bother to exsist?

Seems as if NW is notorious for poor customer service. Last year my cousin flew with them routing MBJ-MEM-EWR and back. On her return journey while they were in the process of boarding at EWR she quickly went to use the restroom for 2 minutes and returned only to be told that she could not be accepted for the flight because the cut off time for boarding is 15 minutes and it was 13 minutes prior to departure. She accepted that she probably should have spoken to the gate agent prior to going to the restroom and was not perturbed too much as they placed her on a JM flight from JFK to KIN ( Remember her final destination was MBJ ). This is what shocked her. They did not remove her luggage from from the NW aircraft and it went from EWR-MEM-MBJ !!! Of-course when the luggage arrived in MBJ and no one claimed it they flew it back to MEM on the NW return flight from MBJ while she arrived in KIN on the JM they placed her on. She eventually got it one week later but I think they could have handled the whole situation better. She was too frustrated to follow it up with them and just swore never to fly with them again. NorthWorst.

[Edited 2008-08-02 19:06:38]


greenheart
User currently offlineFalcon84 From , joined Dec 1969, posts, RR:
Reply 22, posted (6 years 3 weeks 6 days 18 hours ago) and read 12860 times:



Quoting CuriousFlyer (Reply 1):
This is insane. I cannot believe NWA extorted $100 from you. It was one ticket...

They'd try anything. I'm appalled again!

NWA is not responsible for rebooking you if another carrier got you in there late, and they can charge you a fee for needing to book a different flight. You should have gone to the airline that caused your delay, and had them reroute you, even if they had to reroute you on NW. That way, they would have paid for the new flights, not you.

Quoting BNinMSY (Reply 7):
If this was a 012/Northwest issued ticket and one ticket issued - they are simply wrong.

Actually, it doesn't matter who issued it. If Alaska was late, they are responsible for reaccomodating the customer, not NW. In CLE, we;ll get NW pax coming off late planes all the time, demanding we rebook them because the connection was on us. In that case, we simply direct them to NW, as they were the carrier responsible for getting them here late.

Quoting PanAm747 (Reply 9):
If this was a thru ticket purchased via nwa.com and NOT on two separate reservation terms, then Northwest is required to deliver you to your destination. What they did was plain and simple extortion, and they did not live up to the contract of carraige.

Again, that is incorrect.

Quoting PanAm747 (Reply 9):
If they've got a problem with another airline's on-time service, then they should take that up with the specific airline and stop doing business with them.

Please. NW has no business taking it up with AS. That's AS's problem, not NW's in this case. Its up to AS to reroute.

Quoting Lincoln (Reply 10):
My understanding from years of traveling and years of chatting with travel agents that the delivering carrier is responsible for rebooking you should you miss an onward connection due to a late-arriving inbound flight.

Exactly.

Quoting Enilria (Reply 17):
BTW, threaten to file a complaint with the DOT.



Quoting TOLtommy (Reply 18):
I would file a complaint with DOT

Good Lord.  Yeah sure


User currently offlineBillReid From Netherlands, joined Jun 2006, 1006 posts, RR: 0
Reply 23, posted (6 years 3 weeks 6 days 17 hours ago) and read 12779 times:



Quoting Falcon84 (Reply 22):
Actually, it doesn't matter who issued it. If Alaska was late, they are responsible for reaccomodating the customer, not NW. In CLE, we;ll get NW pax coming off late planes all the time, demanding we rebook them because the connection was on us. In that case, we simply direct them to NW, as they were the carrier responsible for getting them here late.

I am amazed on your complete lack of customer service and human empathy? Repeat business is not a consideration with you. Between NW, DL and Co you want all the flyers in the world to just give up and go home. I love the fact that it is always someone elses problem. Why not open your pocket everytime you screw up?

Last week DL swapped a Business Elite equipped acft with a domestic and offered me nil even though I had payed for international Business class on a long haul flight from Europe. They want me to write a letter. As fast as you are willing to charge pax for problems you should be dishing out trillions for the airline screw-ups. I suggest that CO pays me $500 every time they do not get me to my meeting on time. I do not care if there is bad weather in EWR when I am flying from TPA to IAH. Why do we not get compensated for your poor planning.
In short be careful for what you ask for!



Some people don't get it. Business is about making MONEY!
User currently offlineFalcon84 From , joined Dec 1969, posts, RR:
Reply 24, posted (6 years 3 weeks 6 days 17 hours ago) and read 12755 times:



Quoting BillReid (Reply 23):
I am amazed on your complete lack of customer service and human empathy?

Please. When NW arrives late, it us up to them to reacommodate. They got the customer here late, it's up to them. Just as when we get them here late, and, say, they were connecting to DL or UA, I will direct them to OUR Special Service center either on C or D, and have our agents to the rebooking. I will not direct them to the airline they were connecting to because it was our delay that stuck them here, not the other carrier.

And it has nothing to do wtih human empathy. Why do I get the feeling that people like you expect airline employees to cry over every customer that gets misconnected, delayed or cancelled? I guess we could, but we'd all be on Paxil, or the turnover rate due to ulcers would be a lot higher.

The only way to work this job is to have a buffer between your feelings and doing your job. If everyone was on time, and never missed a flight, we'd all be happy as hell, but that's not the reality of an imperfect world. And when you KNOW that SOMEONE will miss their flight in a normal day, especially hat a hub with hundreds of flights, you simply can't let emotion get the better of you.

Quoting BillReid (Reply 23):
suggest that CO pays me $500 every time they do not get me to my meeting on time.

Then have fun taking Amtrak or Greyhound, because if that were the case, all the airlines-yes, including WN, would be out of business. And, sorry, this isn't the Lottery.

Quoting BillReid (Reply 23):
I do not care if there is bad weather in EWR when I am flying from TPA to IAH.

I know you don't-even if the freaking thunderstorm is in your face, wtih 60mph gusts, and windshear everywhere. You sound like you'd bitch and moan anyway. But why should WE compenstate you for acts of God? Sorry, it isn't going to happen.


25 Flybyguy : A few years back I sent my laptop in to gateway for repairs. They were good at sending a well packaged shipping box for me to send my laptop in. 3 day
26 SeaBosDca : Many of you are ignoring the real issue the thread starter is raising. OK, so AS is responsible for rebooking the customer. But, instead of directing
27 FrmrCAPCADET : It should not be a customer's job to figure out who to get satisfaction from, when you do a single booking that involves two codesharing/co-operating
28 Northwestair : Ok lets say the NW Agent rebooked him w/o charging a $100 Change fee, then when that Agent TARED out at the end of his shift and it shows that he wai
29 Falcon84 : That stuff is so far off base that it doesn't even need a response.
30 Azncsa4qf744er : Grown people are childish sometimes. Oh wait this is the airport we're talking here. Like most people, they checked in their head and brain when they
31 Mariner : Why is the customer always wrong? The rules here seem bizarre. I'm a reasonably intelligent man, but I've read every post and I don't understand them
32 Halophila : I had DL try something like this, although it was a DL flight connecting to a DL flight (metal to metal). On coming in late (wx delay) from PWM into J
33 JoeCanuck : Most people aren't experts at flying with the airlines. I fly hundreds of thousands of miles per year and there are many situations where I need to re
34 GEG2RAP : regardless of who's fault it was 3 separate agents told me the same thing. My "new" flight was 5 hours later, not like I didn't have time. If I needed
35 IAirAllie : You will get your money back and maybe some little extra for your annoyance but it is going to take a lot of time and frustration on your part, unfort
36 USA9195 : Ok I have a plausible situation, one of which I had today. I had pax (lets call him mr. smith) traveling ORD-CLT and the CLT-ATL. Pax was traveling US
37 UN_B732 : Yes; if you have two separate tickets, obviously it's pax responsibility to rebook. But this was a one ticket case, where one of the numerous NW agent
38 JoeCanuck : Situations outside the norm will always come up and have to be dealt with individually. In your example, you are correct; US fulfilled their part of
39 Leskova : This is not about AS refunding a part of the fare, but the fee that NW should have never charged by sending GEG2RAP back to AS. Whether or not a carr
40 DocLightning : Now THAT'S service... As for this NW business, write a letter to both companies explaining that you were forced to pay $100 for their error and that
41 N202PA : Because it's your job to help the customer to the best of your ability, as someone working in customer service. Telling them to go away, screw you, w
42 SeaBosDca : You didn't read my post. I didn't say the agent should have waived the fee, I said the agent should have sent the customer to AS for rebooking, since
43 Gsosbee : Not just limited to the aviation field. Every try to get Microsoft to admit a mistake/software failure?
44 Falcon84 : I agree with you on that. But at CLE, we do have NW agents, right there, near ours, and when their flight is late, it is THEIR responsiblity to reboo
45 Radarbeam : I used to work in the reservation centre for a *A carrier. In a similar event we would have told the customer to go to the late airline ticket counter
46 N202PA : Because they might be on their next trip, especially if you make a good impression on them.
47 Lincoln : If the agent works for any other airline than the one that delivered the passenger to the airport late, based industry agreements/practices "Go talk
48 Falcon84 : Again, the protocol is that NW take care of those pax: reaccomodate them, give them compensation, etc. Or, are you saying CO should compensate them i
49 JoeCanuck : I don't think one should look at it as 'doing someone else's job', or even as part of the job at all. It's more of a helping out some lost soul kind o
50 Falcon84 : And those random acts of kindness happen a few hundred thousand times over every day in airports, by airline employees.
51 B707forever : Falcon: The whole it's not a NW flight so they're not responsible argument is bogus because the person flew on a NW code share, so it was considered,
52 TVNWZ : Over 30 years as a very frequent flyer on NW (and RC) and a plat since there were plats, I have NEVER seen this happen.
53 Isitsafenow : If they are two separate tickets, there is no recourse. If the itinerary was all on the same ticket, the late carrier should rebook the pax to the fin
54 Ushermittwoch : Well CO did not compensate me for a suitcase they broke and if all their employees have your attitude in CLE (I am aware that the staff in IAH is gre
55 N202PA : JoeCanuck nailed it. And you'd think that in this day and age of hyper-competition, front-line airline employees would understand that being kind to
56 FrmrCAPCADET : Again: Missed connections are everyday occurances. Either airline staff ought be able to enter 'missed connection code' The details, ie, which flight
57 BillReid : It is clear that our friend Falcon doesn't understand communication with consumers. He sees everything out a single set of eyes, his. The airline is a
58 NW : If you were charged a $100 and no fare difference that means your booking class was available on the alternate flights. Therefore you qualified for th
59 N6168E : I've been out of the industry for some time, but it looks like the following points have been overlooked. I didn't see anything that states if this wa
60 Falcon84 : Wrong. When they fly into CLE on NW metal, it is NOT a codeshare flight-it's a NW flight. And, in that case, say it was a delay due to MX, NW IS resp
61 Ushermittwoch : Indeed, it has never been a problem with BA or LH. CO on the other hand told me though, that since their fares are so low, they would not compensate
62 Falcon84 : And, as I said, such acts of kindness happen all the time, every day, at airports everywhere. While you-and others on here-try to put out this image
63 DocLightning : Oh? Been reading things on this board? I got shoved by a TSA agent and I'm at fault. The passenger is considered the enemy by a lot of U.S. airline w
64 Falcon84 : And, as an airline worker, I'm telling you that, in 99.99999999% of cases, that's a bunch of crap.
65 SeaBosDca : But the problem in this case is that the employees DID NOT do that. Instead, they charged the customer and then laughably directed him to get a refun
66 GEG2RAP : is it possible to ban someone from a thread?? Falcon84, thank you for giving the other side a voice, to be totally honest I don't care if AS or NW or
67 BNinMSY : It could not have been booked/ticketed if it had not been. Only legal connections are loaded in the systems to be sold/ticketed. IF this was one tick
68 BillReid : Come on. I am a 130,000 mile flier. And you were so proud of charging some PAX $1,800 last week in CLE I suppose that is sunshine and great communica
69 PanAm1971 : This back and forth really underlines one of the biggest problems I've noticed at airports; the tone used by employees with customers. It matters muc
70 Chgoflyer : OMG!
71 ABQopsHP : Why is it that some of my fellow employees in this business are so inflexible, and unwilling to go outside the box? It drives me nuts to hear a cowork
72 GEG2RAP : falcon84 is the "I just made co $1800 busting someone for adding a 3rd city" guy NO WAY,
73 BillReid : You got it. I love it that with the exception of a few, we are hearing that customer service wins. Falcon needs to tune it down an octave and laugh a
74 Vfw614 : Just summing up to get the facts straight: - if booked on nwa.com, the flight must have been a NW flight on both legs, with the first leg operated by
75 GEG2RAP : thank you!! on the ticket, rather ironically, it says northwest flight 2234 operated by horizon air. (same as it would say for a mesaba or pinnacle f
76 SeaBosDca : BillReid just unintentionally exposed the key misunderstanding between customers and customer service personnel that keeps causing these threads to s
77 Mariner : Nonsense. I don't want anyone to feel "sympathy" for me. I surely don't want them to get emotional. I want them to do their job. I would prefer that
78 Tonytifao : CO needs to fire this agent. There a plenty of people with common sense out there looking for jobs that could do his job.
79 SeaBosDca : If this is true, you are different from most customers. Speaking generally, customers place more value on being made to feel important than on the ou
80 Mariner : I don't believe I am. Within my experience, yes, there are a few who need to be made to feel important. I've heard the line "do you know who I am?" a
81 IAirAllie : I disagree. I am not an agent but I do genuinely care when a passenger is distressed. I have been in their shoes many times and I do what I can to ad
82 SeaBosDca : I'm not defending the NW agents' conduct toward the OP... as I said earlier: Instead, I am making an effort to show that many customers' expectations
83 Mariner : One mo' time - it is a service industry. Dealing with the public at large, especially the traveling public, can be tiring and frustrating. But it goe
84 SeaBosDca : Is anything you said inconsistent with anything I said? My point is not that agents shouldn't take their job seriously, it's that customers expect th
85 Mariner : Yes. This: It is no part of the customer's role to make the agent's life "easier". mariner
86 SeaBosDca : Business transactions are a two-way street. With our mentality that the person who happens to bring the cash to the transaction is always right, no m
87 Prebennorholm : I have experienced exactly the same incident as started this thread. 1st segment plane was late due to fog. I also went to the 2nd segment carrier to
88 Mariner : Good service doesn't require licking anyone's boots, or multiple apologies. Or sympathy. Empathy, perhaps. And it certainly doesn't require emotion.
89 Falcon84 : Which is dead wrong. While they could have rebooked them, no problem, they could have either 1. called AS and told them the situation, and have an AS
90 SeaBosDca : Fully agreed. Unfortunately, from my experience as a customer service agent, the majority of customers strongly disagree with you. Those are the cust
91 Mariner : When someone insists to me that the majority of customers are unreasonable, then I have to wonder if they should be dealing with customers. mariner
92 Falcon84 : Sadly, a loud and vocal minority only want to get compensated for anything they can think of. I've had a customer ask for a refund when a plane got i
93 SeaBosDca : You all may be right; this may be a combination of selective memory, hyperbole for the sake of clear argument, and the fact that as a supervisor I sp
94 Socalfive : Yeah? YOU should try dealing with them! I mean especially in today's marketplace, especially with the arrogance of the average American with an entit
95 Mariner : I can only say again: mariner
96 Falcon84 : I've often found-in most cases in fact-that when dealing with the kind of person I described above, you are being "rude" to them, by simply stating t
97 SeaBosDca : And "incompetent," which especially got under my skin because, while on a bad day I might have been guilty of minor rudeness, I knew I was not incomp
98 GEG2RAP : falcon84: two people can say the same thing and get 2 different reactions. For example: #1 Sir, since you were late you need to pay $100 to rebook you
99 Falcon84 : Ah, it's pick on me time, isn't it? OK, I'm game. #1. That won't cut it, because, as I said, that's not how to handle it. In that situation, knowing
100 RwSEA : At 100 posts, it seems it's the same old story here. You have a consumer who just wanted to buy an air ticket and get from point A to point B. Somethi
101 N202PA : You hit the nail right on the head, RwSEA. Couldn't have said it better.
102 SeaBosDca : If you had actually read any of Falcon84's posts, it would be very difficult for you to sensibly come to the conclusion above... Following the rules,
103 RwSEA : I've read all of his posts. Being a stickler about the rules definitely doesn't epitomize "going the extra mile for your customer" but it also doesn'
104 SeaBosDca : This is exactly what I'm talking about. You are offering the CSA a choice between putting his job in danger and having you think "he doesn't go the e
105 RwSEA : I understand that this is a difficult choice for CSRs and reflects the bureaucracy in the system. But, again, to go on internet forums with all this
106 Vfw614 : Am I missing something here? It has been established 50 or so posts earlier that our passenger was on a NW (opb AS) / NW flight bought on nwa.com and
107 IAirAllie : As a customer my preference in order of most to least competent compassionate service competent civil service competent rude service incompetent comp
108 JoeCanuck : The majority of people just want to be treated like people. Few people, especially those travelling coach, expect to get the full meal deal with all t
109 Falcon84 : Therein lies your problem. You took that one example, and you automatically came to the conclusion that I must not care about customers, simply becau
110 N202PA : No, we came to the conclusion about that based: 1.) On your actions in posting in a public forum clearly took glee in taking extra money from a custo
111 Isitsafenow : ATTENTION CHILDREN OF A-NET............ I am researching this incident further with E mails to NW-GO at MSP. I should have the CORRECT answer by Tuesd
112 Falcon84 : Your opinion. Nothing more, nothing less. Sastisfaction at doing the job right? Yes. Glee? Hardly. WHAT long-term ramifications? That people should b
113 Isitsafenow : I HAVE THE ANSWER.....from NW in MSP My post 53 is wrong is this case...the reply is..... "The reservation is under the control of Northwest. Any chan
114 Falcon84 : I think that's referring to any changes you make during your trip to be honest. It is not referring to what to do when there are late flights via ano
115 Isitsafenow : No......the whole basis was missconnect at ATL...who do I see? Nothing was mentioned of a sched change by the pax. safe
116 Falcon84 : It says on there "any changes", does it not? That is changes made by you, the customer. And, also, it will mean any changes are made to your flight s
117 BillReid : I have all the respect in the world. I however want something that you need to deliver. VALUE. As for respect I question why does a revenue passenger
118 Falcon84 : Maybe that is true, Bill, but where I'm at, I don't have the luxury to be very flexible with change fees and the like. When the carrier says "you wil
119 Typhaerion : Ironically this proves you have not been reading any of his posts because he has specifically said: I know it was kinda at the end of one of his post
120 SeaBosDca : Since I'm no longer in customer service (thank your deity of choice), I feel free to respond to your extremely misguided post a little more honestly
121 Typhaerion : There have been several major points, I will try to touch a couple here. Whatever the correct procedure is here, we are all in agreement that charging
122 Isitsafenow : Yep, and thats the whole thing in a nutshell. ANY means any....and I read that as makes no dif who screwed up or changed the sched, NW is suppose to
123 Falcon84 : Last time I saw Judge Judy, she was dodging th 'quake in L.A. One problem here is it's too open to interpretation. I do believe I'm right in my inter
124 IAirAllie : Because it is the basic level of decency to be courteous to others you have dealings with. And if that isn't a good enough reason for you then becaus
125 4holer : "Interpreted"? Anyway, here's my take... Falcon is going for a world record in saying "That's your problem, not mine". This issue is one that I'll bo
126 Post contains images Typhaerion : I harken back to a UA Flight I just took. I had a 4 hour connection in ORD, but there were two previous flights to the one I was ticketed on, one dep
127 Prebennorholm : I don't know how this thread developed into a discussion about rude pax, airline rules, customer service attitudes. Of course a small minority of airl
128 SeaBosDca : This is very idealistic of you and almost certainly wrong. Would that you were right... In today's airline environment, when you are able to quasi-pr
129 BillReid : I very much feel that you will take the blame for poor coporate decisions and get nil credit for good ones. Thats too bad either way. Its a tough wor
130 Prebennorholm : No, dear SeaBosDca. Reality is (fortunately) a little more complicated than that. But there is no "black and white", but a huge area of various shade
131 Falcon84 : I do remeber a scenario, I think it was last year, when I had a young man traveling CLE-MDW on CO, then connecting to F9 MDW-DEN. Our flight was late
132 4holer : He is human! Seriously, well done. Doing what you can, within the rules, to give the best service you can. That's all I ask for.
133 GEG2RAP : hi guys, just to let you know what happened. On monday, I mailed a letter to both the DOT and NW and got a response today. NW refunded the $100, gave
134 DTWAGENT : I agree. NW customer service agents are not allways the best people to work with. But, If you bought the ticket on NWA.com and Alaska Airlines was the
135 IAirAllie : I'm glad to hear you got a fair resolution. I knew that you would eventually get the redress you deserved. I'm actually surprised it didn't take long
136 GEG2RAP : From my friends at a.net they told me about filing the DOT thing and northwest asked specifically when they called what they could do to resolve this
137 BNinMSY : This is very generous of Northwest, maybe they are trying to redeem themselves in their 'last days'. I am impressed by their response. This day in ag
138 Vfw614 : Did they admit that you should not have been neither been sent over to AS nor charged 100 USD - and agreed that it was completely in the NW CSA's resp
139 DocLightning : Your posts would seem to indicate that you are one of the worse offenders.
140 Ikramerica : Then why did CX post a loss? Seriously, the reason airlines are posting RECORD losses if FUEL cost. It's not bad service. The reason they aren't well
141 AirNZ : Sorry, but I have to disagree completely with your interpretation of your reply from NW. ANY does not mean ANY at all in this situation......because
142 TylerDurden : So, within a FOUR day period: You wrote a letter and mailed it to Northwest. It was received by their complaint department and evaluated; They respon
143 Leskova : While you are, technically, correct, considering that Isitsafenow wrote this... ... I'm guessing his question to NW was "Who do I go and see if my co
144 Remcor : I like how some of you think that the customer should practically have a lawyer to figure out which airline to ask to help them get rebooked. Look, th
145 IAirAllie : True but unfortunately many passengers don't agree. They get angry when they don't get their way and it doesn't matter if you are the sweetest person
146 AirNZ : Sorry Lescova, I will still disagree, nor do I think it's a matter of "bombarding a customer with airline speak" at all. Indeed, if you go down that
147 Ikramerica : You'd assume wrong. I love how people who come to completely wrong assumptions feel that just because they don't understand the situation, the world
148 Mariner : Not that at all, at least for me. Only that the customer is not necessarily always wrong. mariner
149 AirNZ : I agree, and I certainly wasn't even thinking of yourself in that regard Mariner. However, equally, the customer is certainly not always right either
150 FrmrCAPCADET : It should be fairly simple for NW and Alaska to have a procedure to take care of this situation. At either counter. The bean counters take care of whi
151 Vfw614 : I do not think so. The flight booked was a NW flight operated ON BEHALF of NW by Horizon. The one who contracted Horizon was NWA, not the customer. T
152 Lincoln : My bullshit meter is up but not in the red or even in the yellow -- if for no other reason than the turn-around time. Let's face it, though, with the
153 Vfw614 : Hmm, that's about the "T&C" under which the flights are operated by "non-NW" airlines. That's a different question than how many contracts the client
154 Lincoln : I think that on the legal end of things codeshare vs "true" interline is irrelevent. The codeshare is a maketing tool, not an operational one. But, o
155 Vfw614 : Interesting. I doubt this would be upheld in a court of law over here if all visible indications are that NWA is selling its own product (point of sal
156 CuriousFlyer : I'm happy Northwest finally treated you well, it may not have cost them much as mentioned above, but to you it will save you money, that's one ticket
157 HAMAD : really? is that why a majority of airline employee either act that they are doing you a favor despite the fact that they are actually doing their job
158 Lincoln : You want to narrow down your generalizations just a bit? Country? In US Travel (on AA, AS, CO, DL, NW, UA, US and a few others I'm forgetting) , I've
159 IAirAllie : You have just invalidated anything else you might have to say with this ridiculous generalization. I have never seen even one employee get furious wh
160 HAMAD : being silver and gold with one airline for the past 5 years, i have seen good and bad attitudes within the same airline. and yes, i need to narrow it
161 GEG2RAP : have you ever heard of the internet?? you can submit all this stuff online these days. Even the DOT has online complaint submit forms.
162 GEG2RAP : ps it might have helped that a certain a.net member gave me the direct line to the SEA station manager. (thank you you know who you are) and another a
163 IAirAllie : I am a charter flight attendant. In most months I have more miles as a revenue passenger traveling on other airlines to and from our aircraft locatio
164 IAirAllie : That should read "more miles as a revenue passenger....than I do as working crew".
165 BillReid : Absolutely correct!! What I fail to understand is two things: 1. If I have an electronic coupon on an airline, why doesn't that airline just accommod
166 Lincoln : Ahh... I see you've written to Delta [My favorite was the letter I wrote complimenting a CSR's handing of an itinerary issue including something alon
167 BillReid : DL forget LOL. They forward it to the wrong department. CO it took four weeks for a call. NWA sent a $75 coupon six weeks later. A response in four d
168 Western727 : That, Sir, is a generalization. I have been a SkyTeam elite member for years and while agents are human, your initial statement above is an exaggerat
169 BillReid : What is incorrect here is the fact that about 80% of Americans have NO choice on carrier. If you are flying from CVG what are your airline choices. H
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