Northwest Airlines
Failed to deliver services, Bad customer service/nasty attitudes, Blamed Others for their mistakes, Played with customers' emotions

The reason that I write is to address a VERY NASTY/RUDE/UNACCEPTABLE experience that I had with NWA. We are supposed to fly out of Honolulu on 9/30 at 10pm on flight NW222. However, I found out the flight was delayed due to some plane maintenance problems during check-in at 6pm. It got pushed to 10/1 at 3pm. We were very freaked out because we both have plans, and I must be in Houston before 2pm on 10/1 as the original itinerary.

When I arrived at the purchasing tickets booth, there is this one representative was really mean (dirty look on face with ugly attitude) and saying there she could not do anything about it as I had to stay in a hotel for a night. I asked for other flights that will offer us
the same itinerary. She gave us a customer service number
(1-888-692-0212) to call in order to see if it was possible to get open tickets. That representative declared that all the seats from all the airlines are all booked up that night.

I later on found that it was a BIG LIE as we asked around for available seats. I was on the phone for over 30 minutes with your representative. She was rude and refused to help. I finally got an approval to fly with United Airlines from Honolulu to Denver and then Houston. After I got off the phone, I had to visit the Continental tickets booth because I purchased the tickets from them using our OnePass mileage. Later on, the representative at Continental said I had to go to NWA tickets booth because they were the one who should take care of it.

Again, when I went back to the NWA tickets booth, that mean representative yelled at me and said "WE WILL LOSE MONEY FOR PUTTING YOU ON UNITED AIRLINES!" I had to talk to her many, many times in order for her to make me a open ticket. I waited for another 30 minutes for the open tickets. I tried to check in with United Airlines, and the representatives told me that NWA did not pay them, so the tickets are NO GOOD!!!

I was very sweaty and tired for running around back and forth. So, I went back there, and that mean representative did not fix my tickets and lied to me again that United Airlines had no seats that is why I could not check in. She then gave me the itinerary for the delayed flights. She said that I had to accept it.

Well, I went back to the United Airlines booth, and I was very angry that I told them NWA kept on lying to me and I begged them if they could walk with me to the NWA booth to get this squared away. I had another representative helped me this time. The open ticket worked. The whole situation took almost 3 hours to be over with. It was extremely stressful and troublesome. Although I was able to fly out to Denver, I was unable to get on to both of the stand-by flights to
Houston (one is at 10:30am and the other one is 12:57pm). I could have sticked with my plan if I could get on to the 10:30am one. I ended up
arrived in Houston at 7:35pm, instead of 1:35pm. The 6 hour delay was no fun as I could not do anything there. I was all exhaused without any rest throughout the entire returning trip.

I traveled with NWA many times in the past, and this kind of situation never happened. I just could not believe that how terrible your customer service is nowadays. How dare you put the blame on all the innocent customers by saying you are losing money and lying about the available seats on the other carriers??? I was being so, so, so nice to arrive at the airport 4
hours prior to our flight in order to make everyone's job easier (HELLO, it is a domestic flight, WAKE UP???!!).

The impressions I got is the aircraft had maintenance problems, I am surely "THE LOSER/SUCKER", and I have to pay for all the consequences by staying for 2 more days and shut up??? Why in the world this is fair and right to the customers??? Are you all really that "stupid and dump" when comes to offering GOOD CUSTOMER SERVICE???

One last thing, I DO NOT APPRECIATE IT WHEN YOU ALL PLAYED WITH MY EMOTIONS. Do you think that making me cry will give a boost to your businesses??? If I made a mistake, I will pay for my mistake. Why can't you do the right thing??? Is it really that hard OR are you just being too cheapskate to pay for the mistakes??? Everyone
around me knows NWA is a big screw up, and I promise you they will not want to fly with you.

Rushhourlee
Houston, Texas
U.S.A.

Company: Northwest Airlines
Country: USA
State: Minnesota
City: Eagan
Address: 2700 Lone Oak Parkway
Phone: 6127262111

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