Nwa747-400 From United States of America, joined Sep 2000, 1337 posts, RR: 4 Posted (13 years 10 months 1 week 3 days 8 hours ago) and read 1370 times:
I wrote Northwest airlines telling them about my great flights with them last weekend on Wednesday at 12Noon.At about 12:05PM I got an email from NW saying they had received my comments and would try to get back to me within 2 days.
I checked my email at 3PM and there was already a letter saying how they were going to pass my comments to the flight attendants!
It wasn't just a form letter either because the responder even took the time to wish me a great trip to Hawaii this summer(when I hadn't even mentioned that in the letter!!!!)
Also, I thought it was neat that a supervisor of customer service was responding to my letter, and so quickly.
Nwa#1 From , joined Dec 1969, posts, RR:
Reply 6, posted (13 years 10 months 1 week 3 days 7 hours ago) and read 1264 times:
I once wrote a complaint to them about a bad misconnection in DTW and they wrote me back the next day too.
NW-ELITE - Northwest has made strides in customer service. They are certainly one of the most technologicaly advanced when it comes to the website (award resevations online), internet checkin, etkt kiosk self checkin, portable checkin devices for gate agents, cell phone banks that they wheel into the gate when a flight cancels to call reservations with the highest priority, auto elite upgrades, and I'm sure more I am forgetting.
Fly Northwest and you will get to try some of these great services and fly with the most ontime airline in the country.
Azjubilee From United States of America, joined Apr 2000, 4063 posts, RR: 27
Reply 7, posted (13 years 10 months 1 week 3 days 6 hours ago) and read 1230 times:
Last summer I flew NW from PHX-LAX-HNL (HP codeshare to LAX) and was delayed in LAX for 5 hours with no explanation. There was nobody around to deal with the situation and never followed the customer first policies for a delay. I wasn't complaining when I sent them an email, but alerting them to my disapointment in the way things were handled. I told them I was accustomed to great service and being silver elite have seen a lot through the years. I also think it is very important to focus on positive things and frequently send emails commenting on the little things NW does to make travel better.
I got a very nice email back very quickly and 6,000 WP miles for the inconvenience.
So, they do actually want to respond to all inquiries, to make NW even better!
SJC>SFO From , joined Dec 1969, posts, RR:
Reply 9, posted (13 years 10 months 1 week 3 days 1 hour ago) and read 1182 times:
My flying experience with NW has been pretty bad including their old aircraft, poor food, late flights, and congested MSP, but as for the people, they are some of the BEST in the industry. Booking my tickets at a local office here in the bay area, the agent was extremely kind in helping me work through the itinerary (there were special restrictions, as well as a disabled person flying in our party) and when I got to SFO for check in the the agent was extremely friendly. The flight attendants were also very nice.
Aking8488 From United States of America, joined Nov 2000, 129 posts, RR: 0
Reply 10, posted (13 years 10 months 1 week 2 days 21 hours ago) and read 1150 times:
Nwa 747-400, I'm glad to hear that you're so happy with NW's service. I wrote them back in January, didn't get a reply for two months, wrote again and finally received a form-reply 4 weeks later regarding their handling of my lost baggage and poor customer service in Houston. I'm a Gold Elite member as well as lifetime WordlClubs member and I'm quite frustrated. I do very much want to like them--I grew up near MSP. I'm happy that you consistently tout them as such a great airline but even you have to concede at some point that they have gone downhill significantly in customer service as of late. Of course if you're writing happy letters to them, they're going to respond in kind. I'm just not so sure that is representative of them overall. Thanks for letting me put my two cents in.