Northwest Airlines added a layover and refused to adjust price Minneapolis Minnesota

I purchased an airline ticket for my mother to ravel from NY to CA. We selected a flight with only one stop over each way. This flight cost more than flights with two stops, but we paid the extra money to avoid the inconvenience. My mother has a lot of foot and knee problems so we wanted to avoid any extra walking. 5 days before she is supposed to fly I get an e-mail from NWA notifying me of a schedule change. The new schedule added another leg to the flight complete with a 5 hour layover. I contacted NWA and stated that while I understand that schedules change requiring some flexibility on behalf of the traveler, but that I did not think I should be paying the same rate for an inferior flight to the one I had contracted for. They responded saying I could log onto the website and select a substitute flight, that may be available at no cost. However the website said no flights were eligible due to the schedule change. I contacted the DOT to file a complaint. Two days after my mother's first leg of her flight I get another message from NWA regarding my complaint to DOT. Offering rather rudely "If the new schedule does not work for the passenger, we will cancle their reservations and refund the full amount, less the ticketing fee if booked through Reservations, to the original form of payment. However, we will not adjust the fare amount. I am sorry to disappoint you in this matter." She also decided it was appropriate to educate me regarding he schedule changes that I had already acknowledged may be necessary "Please know, all airlines run schedule changes and according to our Contract of Carriage, we do not guarantee them." I find it utterly reprehensible that they would conduct a business this way, their rude customer service aside, this policy is unacceptable. If you need to adjust your flight you are assessed a fee and have to pay a difference in fare. If they change your flight you either need to accept it and get screwed, or get your money back (minus a fee), and depending on how close the schedule change is to the date of travel, pay significantly more for a comparable substitute flight. It is no wonder that they are dead last in customer satisfaction. I encourage all of you to fly another airline, or risk dealing with rude customer service and unconscionable policy.

Phil
San Diego, California
U.S.A.