Northwest Airlines Horrible Customer Service and Made Me Miss My Flight and Charged Extra Minneapolis Minnesota

I first wanted to say how horrible this company is! I booked my flight through yahoo travel and let me tell you I will be posting this.

On Feb 3rd, 2008 I was scheduled to leave the Denver airport and fly back to Mpls MN. Our flight was at 6:49pm and was printed on the tickets to be there 45 mins before our flight. My sister and brother in law drove us down from Loveland CO to Denver which is about 1 hour, we arrived at the airport at about 5:35pm. We had checked in online and so we were waiting for Skycap to grab our bags to catch our flight.

After waiting for about 5 mins someone finally came out and said that we needed to go inside to check in. So as we started to walk into the airport and into the ropes for the NWA counter the 4 reps quickly put up a sign and walked into a back room. We read the sign saying to check in you must report to luggage claim #19 at lower level 5.

So we ran through the airport to get there, and as we got there the door was closed and no one was there. So we ran back up to the counter as my brother in law was waiting for his family and a NWA rep was back at the counter. We got up to the counter and I asked for help. He just looked at us and said, "where do you think your going?" We said the two of us are going back to mpls, mn. He looked at me and said, "not going to happen!" I then said we did what your stupid sign said as you all ran into the back room.

A security guard then walked up and the NWA rep said, "next flight is at 6:30am and then he looked at the guard and starting laughing at us! So I said screw it and my brother in law drove us all the way back to Loveland CO.

On Feb 4th 2008 I then called 800-225-2525 to tell them what had happened and get this taken care of. I was then told by a rep that she could not help me and I needed to call this 701 number. I called the number for 2 hours to get nothing but pre recored message saying, "due to high call volume we can't take your call at this time and please try back later." I tried every number to try to talk to someone off of the 701 number and got the same message.

After, fighting with the number for that long I then called the 800 number again and was then told by the rep to call a 612 number. I then called this number and it said that you have to file a claim and wait 10 days, well I could not wait 10 days for someone to work on this. So again I called the 800 number and talked to a rep and asked for a manager. The lady past me over to a manager who was the rudest thing I have ever talked too. I told the manager the whole story and asked what she would do. She then said well it is your fault - maybe you should have been there 3 mins before. I then said I would never fly NWA again and will do everything with Frontier and this was the biggest mistake I have ever made. She then responded saying well when you threaten us that you will never fly on NWA again, there is really nothing NWA would do for us.

I then told the mean lady that I work for a huge cell phone provider and if someone came into my store and says they are going to cancel and go elsewhere, I would take the time to sit with the customer find out what was wrong if it was service or billing and try to make the customer happy and stay with the company. The manager then starting saying, "oh you would only do that stuff if the customer was still under warranty." I then told her, that is not how I do customer service since I have done this since I was 14 years old. She then told me that she would charge me $100 per ticket to change the flight, but I don't know why I should charge you since your flight will be canceled or delayed and you will have to pay again. Then I said that I would call Frontier and see if they would help us since this manager was being horrible. She then went on to say, "I don't care if they give you the whole plane, in fact I hope they do give you the whole plane!"

That is where I drew the line and said I am reporting all this I want a number to someone who I can talk to and not keep getting these messages about how busy you are and call back later. She then stated that was the only number. Yes, I did spout off and said now I see why NWA is on the Mpls MN news all the time about customer service, flight staff, pilots, and the mechanics are going on strike. Then she said it is all companies that go through this and I said, not as bad as yours! She then said good bye and hung up the phone on me.

I needed to get back to Mpls and Frontier was booked. I paid the stupid $200 online for new tickets.

This next part is about the flight itself. Which is another part of this letter.I know it is not anyone's fault when mother nature brings on snow in two major cities like yesterday. (Den and Mpls) Our flight was delayed of course. The kicker of the whole thing was we were to leave at 650pm, then it was pushed back to 710 then to 720 then to 730. We finally boarded the plane and sat in the plane on the run way from 730 to 845pm! We did not get back into Mpls until 12am on Feb 5th! I had to take the day off of work because of this! The flight crew was very rude and not helpful at all!

I have been on many of flights and I have to say this was the most stuck up crabby crew I have ever seen. The one flight crew was they were serving drinks did not even ask 3 people if they wanted anything and then when the other crew member walked by they stopped and the person took something to drink since we had just sat over an hour on the runway. As we were in flight half of our little lights for reading had shorts in them. They would flicker on and off.

So as you can see this was the most horrible thing I think I have been through.

Echottie81
elk mound, Wisconsin
U.S.A.

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