My plane was scheduled on 21 December at 15.00pm from Heathrow to Seattle. Few passengers were in the check in counter from 10.30 am and we had been advised that our flight NW105 had been postponed until 22 December at 12.00 pm.
They told us to wait and meet at 14.00 pm in the bus terminal 24 for the coach to get us to the hotel. At the time it was so windy and cold, a lot of passengers took the train as the coach was late and the staff can't give us any information to how much longer that we need to wait in the windy and cold weather.
We got our boarding pass on 21/12/08 and advised that in the morning we just need to check our suitcases the next day. On 22/12/08 coaches pick us up start from 7.30 am to 8.15 am. Arrived in the airport, we had to wait about 3 hrs to check our suitcases without breakfast because we can't leave our suitcases. The plane was late and we left UK at approx 13.00 pm.
Arrived in Seattle aroung 14.30 pm Seattle time and we had to wait about 45 min to an 1 hr in the immigration to collect our suitcases but it didn't turn up so they decided to let us exit from immigration custom and meet in the isle 1 to collect our suitcases.
I stayed in the airport until 19.00 pm and my suitcase still not ready to be collect it. I had to leave because I got sick and almost fainted due to the long wait with cold weather and no food.
I advised the staff in the airport and they told me to come back the next day to collect my suitcase and they also told me that they will keep it for me.
On the 23/12/08 at 15.00 pm I went back to the airport and went to NW office to locate my suitcase. My suitcase was scanned on their system 3 times and definately they had my suitcase. I had to spend 4 hrs that day because I couldn't find my suitcase.
I went back to the NW office counter and advised Bob that I couldn't find my suitcase. Bob the NW officer double checked again the in computer and he confirmed that my suitcase were here in Seattle Airport because they scanned it 3 times.
Bob advised me that he will register a new claim for missing bag and will try to look it for me tomorrow and give me call back. On 24 Dec 08, I waited Bob to contact me and he didn't contact me. I tried to contact him on the same date and the customer service on the phone advised me that they can't transferred me due to the high volume phone calls. Cust Serv advised me that they will leave a message for Bob to contact me. I didn't get call back until now 29/12/08.
I called the customer service again o 26 & 27 Dec but they were closed and the mail box were full so I can't leave a message.
I called again 28/12/08 at 6.30 am and spoke with one of the customer service rep and she told me that she will give me call and locate the bag for me. At 18.00 pm, I decided to go back to the airport and went to the NW office.
I spoke to Salvin and explained what happened
again, Salvin advised me to double check again in front of NW office. I couldn't find my suitcase and Salvin went and looked it also with me.
Salvin spoke to the supervisor, and supervisor told him to contact the police. The police came and said that it wasn't police matter due the fact my suitcase was missing in the airline care.
Salvin took my details and updated on the system for my suitcase claimed. The supervisor advised me to contact Customer Care line on 701-402-6282 & 800-648-4897 to give complaint and to enter more details about my suitcase.
I rang today 29/12/08 from 8.45 am - 10 am on 701-402-6282 and spoke with Don and referred me to Chris, his supervisor. I refused to go back to the Airport and speak to the Police again when the incident has not been 24 hrs yet.
I tried to explain to Chris, but Chris just didn't want to listen and hung up on me after I spent 2 hrs on the phone explaining that I went everything in the airport for the last 5 days.
I tried to call the second number and the lady I spoke to advise me to call the same number again 1800-648-4897 and to choose different option. I told her that I just followed what the machine wanted me to do and I asked her if she know which option that I should press and her responded with "WELL I DON'T KNOW WHICH OPTION THAT YOU NEED TO PRESS AS I DON'T CALL 1800 NUMBER". That was the respond I got from the NW Customer Service Representative.
Is that kind of NW Customer Service respond when you call the same number? She told me to call 1800 648 4897 but just press different option and she didn't know which option I should press to get to the right area.
Please let me know what are the CUSTOMER SERVICE REPS responsibility in my case. I came all the way from Australia to visit my cousin for Christmas and have a nice vacation, instead found I had to spend most my vacation in Seattle Tacoma Airport, tried to locate my suitcase with no clothe and the staff didn't provide any assistance. They just only took my name, telephone number and address and gave me the claim number but NOTHING DONE since 23 December.
I am really wondering how long this airline will survive with an excellent bad reputation CUSTOMER SERVICE. NW really have not have an organization skill to follow up customer. I guess NW can just keep their offer to give me discount $25 for the next flight because I rather pay $100 or more to make sure I will not have this experience again since I only have few days or weeks for my vacation.
Rachel
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