Northwest Airlines
Has a rude staff, withheld money from my bank account, and ticket error Minneapolis

I could not go on a trip that I had planned for Jan. So I had 2 NWA tickets to use up within the year, value $360 each. I called an agent and she gave me information on how to change my ticket. So 3 months later I called back to make a new reservation using my already purchased tickets. I was aware of the change ticket fee and that if the new ticket was more expensive that I would have to pay the difference. I got Jim in Seattle. Starting off on the conversation I was already aware of the flight I wanted to go on, by researching on the NWA website. It was cheaper than my orignal flight. Jim said the flight didn't exist. We went round and round. Finally he told me the flight that did exist was $660 each and that it would cost me $800 to change my tickets, the difference plus fees. I hung up with him and called back 4 hours later, and got Kate in Baltimore.

Kate was very sweet and helpful. We talked about her family and her job. She found my orignal request right away and the tickets were only $325 each. She also mentioned an earlier flight that I couldn't see. So I said well put me on that one. She said "Let's stick with our orignal plan because it's probably more expensive." So we booked the flight. My total cost was to be $144. We ended the call.

A few hours later (11pm), I get a phone call from Kate saying a horrible mistake was made on my reservation to call back right away. I called back and got Emanuel form Balitmore. I told him what the message said, he said that he didn't see a problem. I asked him to check farther. Still no problem, he replied. I hung up.

The next morning I woke up, checked my bank account and $650 was missing. The agents said it was from NWA. I called NWA, they said their was no problem. Put me on hold then sent me to the customer phone survey.

I called back, got Amy. I told her the problem, she said everything was fine, so I asked to speak to a supervisor. So she put me on hold for 20min. Then she came back, not a super, and said, excitedly, "Wow, a horrible mistake was made, we charged your card fullfare (duh) and your daughter is on a different flight, please hold!!!" I said "what?" but by then I was on hold again, for 45 min. Then instead of coming back to me, she sent me to the phone survey.

So I called my bank, still the money was missing.

I called back NWA got Dave. He was extremely rude and said they credited back my bank account. I told him they hadn't and he hung up on me.

6 days later the money was still missing from my account.

Finally they put it back, so I wrote NWA an e-mail reporting the errors and the treatment. Plus I found out the earlier flight was the same price as the one Kate had put me on - and I was a little miffed about everything. So I sent an e-mail, got a response back offering me a coupon for 20% off to try them again. I wrote back that what I wanted was an apology from a live person (I wanted a phone call) and that they could keep their coupon.

I got another e-mail stating that a computer dicates how to respond and that they are not compensating for any error with the coupon, it is just to be nice.

I wrote back saying that I did not want a coupon, that I would not use a coupon, that If they wanted to be nice that they would put me on the earlier flight, and call me.

I got an e-mail stating that they are not in negotations with me, and that they don't have to be nice.

I e-mailed for the manager, she e-mailed me back and said no. And that they woulld not respond to me further.

So I called customer service. The first person hung up on me during transfer. The second person, Coleman form MN, asked me when I made the reservation. When I told him I made it a month ago for Sept, he said that the incident was in the past and to "Get over it." He really said that!!! I told him what I really wanted was an apology and he said flatly, "sorry" then hung up on me. I am shocked that in this day and age, where airlines are trying to avoid bankruptcy, that they would have such appalling CS agents. I wasn't even asking for an upgrade or free tickets. I just wanted an apology and to be put on the earlier flight. After our trip I will never fly them again.

Company: Northwest Airlines
Country: USA
State: Nationwide
Site: nwa.com

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