Clueless NWA

[AZ Typed]

For anyone flying at NWA, or considering flying at NWA, the following is for you (this is NOT a flame bait thread)

Last night I went to www.nwa.com (because the live agents charge you $10 to talk to them) to book a ticket. The price, out the door, came in at $428. I selected itinerary, put in the credit card info, clicked purchase - wham, directed back to the home page. No confirmation number, no e-mail a few minutes later, nothing. (I've bought many tickets online before, this wasn't my first time).

Before I tried it again, at risk of a dual charge on my credit card, I called the NWA live agent, explained my problem and she helpfully looked up my credit card, name, worldperks, etc...no reservation. O.K. - back to www.nwa.com to rebook it again (to save $10 booking live agent fee). (cross your fingers, hope the price hadn't changed).

Again, find flight, enter credit card info, click purchase - BANG - back to the homepage. Obviously, something was wrong with www.nwa.com. Again, I called a live agent, sat on hold for 20 minutes (I timed it), and decided to use a 2nd line to call another live agent sinultaneously - whichever one picked up first is who I would talk to - which one do you think picked up first?

If you can believe it, the 2nd agent I called picked up in 1 minute, while my FIRST call had been on hold for an agent for 20 minutes! But, who cares at this point that their phone system isn't working EITHER, I am talking to a live agent!!! She explains that her system is down, their is nothing she can do...call back in 1 hour. Off to do some chores.

An hour later, I play www.nwa.com again - no luck, same kick-back to the home page when I click purchase. Another call to the live agent who says "my system is still down, and www.nwa.com is down." (no kidding). She continues "please call back in 1 hour sir." O.K. Fine...off to do more chores.

By now it's been over 2 hours since I started trying to buy this ticket. It's 10:30 p.m. (yes, I do chores late - I was draining and cleaning the pool in PHX). I dried myself off and headed in to try this again...guess what - STILL NOTHING WORKED. The website kicked me back to the home page and the live agent confirmed that both her system and www.nwa.com were both DOWN - STILL!

By now it was almost 11:30 pm and I was going to bed - we'll try this in the morning, let's hope the price doesn't change.

GOOD MORNING - at 7:45 MT I look up my flight - WHAM - $200 increase!!! *sigh* So, I call a live NWA agent, explain the story, and she says "sir, our systems were not down last night." Alright, I'm lying...check something, something somewhere in your office HAS to tell you I'm not making this up. Nope, she has nothing to confirm my story with, and we haven't even gotton to the price change yet. Literally, all this live agent can do is type your name and payment into the computer and charge you $10 for 10 minutes of attitude.

Now, I'm purposfully keeping my cool in hopes of just BUYING THIS DAMN TICKET. I'm transferred to her "Supervisor" (oh, that's a third thing the live agent can do, transfer you to a Supervisor). I explain, all over again, what happened. I'm sure you can guess the response: "sir, I have no way of verifying your story, our systmes were not down last night, I can waive the $10, but you'll have to pay the new price." Breath, stay calm, breath.

I explain to this Supervisor, because obviously NWA Bankruptcy didn't teach her economics 101 - that if I can't buy a ticket, as I couldn't last night, how can NWA stay in business? Silence. And ma'me, if NWA won't honor it's ticket price from last night (by the way, when you are on hold, the stupid recording says "find a ticket lower on www.nwa.co, and we'll match it with a voucher"), when I, the customer, had NO ABILITY TO PURCHASE THE TICKET AT THAT PRICE, how long will I remain a customer? Silence.

"All I can do is book you a ticket now, the new price is $610"

After a bit of questioning, it was obvious that I was talking to a robot. Show up, collect a paycheck, go home - no sense of ownership or pride in her company what-so-ever. I thought to myself, would SWA treat me like this?

Ticket booked on SWA (have to make stops, but at least I can go now). Thanks for nothing NWA. I surely wouldn't bet my career on a sales system like this folks.

Again, not flame bait - but if you're a NWA pilot or candiate, maybe my story will get you an inch at the bargaining table next time. Geez!

 

[Tanker Clown]

It's part of NWA's new revenue enhancement program. Glad you found a ticket at SWA though.

 

[M-crit]

I just bought a tkt on nwa.com and that didn't happen^

 

[contrail67]

I had a run in with them not spelling my last name right...off 1 letter so I called to correct it ...I did not want to run into a TSA problem and the NWA (outsourced) agent corrected it and charged me a full fare ticket price again for the spelling change....KIDS!....I got it taken care of in the end.

 

[brainhurts]

Oh, stop your whining. Those people were doing you a favor by even answering your call! You worthless passenger!

 

[contrail67]

They have hit the bottom in alot of other areas, along with customer service....

 

[AZ Typed]

I just bought a tkt on nwa.com and that didn't happen^

Yes, it works now...now that the ticket is $200 more expensive. It's disappointing their is such a lack of common sense and moral business practices in the airline industry anymore - some are leading the way to change (SWA, JBLU), but most of the CEOs and leaders are in it for the parachutes only.

In Detroit, when one car company makes an improvement to a car, the other car companies follow close behind. But in the airlines, when one company makes an improvement, CEO's eagos steer companies into iceburgs while a select few maneauver around hurdles and obstacles to IMPROVE THE BOTTOM LINE.

It's hard to have sympathy for these carriers when they go Bankrupt anymore.

 

[snow-back]

Do you have "pop-ups" or something blocked on your computer. I've had similar problems with different websites at times. Sometimes using a different browser or changing the cookie and pop-up preferences can help.

I feel for you. Airlines are bad enough to work for, let alone trying to be a passenger on one.

 

[AZ Typed]

Do you have "pop-ups" or something blocked on your computer. I've had similar problems with different websites at times. Sometimes using a different browser or changing the cookie and pop-up preferences can help.

I feel for you. Airlines are bad enough to work for, let alone trying to be a passenger on one.

No pop-up blockers. And the agent confirmed that www.nwa.com was down last night, but for some reason the agent this morning couldn't find that information!

Yes, they are bad to work for - I quit 121 and will never look back.

 

[jmreii]

Yes, it works now...now that the ticket is $200 more expensive. It's disappointing their is such a lack of common sense and moral business practices in the airline industry anymore - some are leading the way to change (SWA, JBLU), but most of the CEOs and leaders are in it for the parachutes only.

In Detroit, when one car company makes an improvement to a car, the other car companies follow close behind. But in the airlines, when one company makes an improvement, CEO's eagos steer companies into iceburgs while a select few maneauver around hurdles and obstacles to IMPROVE THE BOTTOM LINE.

It's hard to have sympathy for these carriers when they go Bankrupt anymore.

I have been in aviation for thirty years and NWA has always been a bad company when it comes to customer service. I've worked for companies that had NWA on their do not fly or use list for years.

It is like anything else, when the consumer gets tired of being taken advantage of, then they will vote with their pocket book. A good example would be US Air buying Pacific Southwest Airlines(PSA)in California, then acting like US Air. Thank god for SWA.

 

[Occam's Razor]

Fer sher!

NWA has a totally screwed up web site res system, which stands in stark contrast to every other computer-based entity in our lives, which always work perfectly.

 

[Dirty Sanchez]

You get what you pay for.

Do you select NWA for their legendary customer service, or because they are the cheapest?

 

[ACL65PILOT]

No need to update it, they will just switch to DAL Cornerstone system when they merge.

 

[snow-back]

No need to update it, they will just switch to DAL Cornerstone system when they merge.

I wouldn't brag about Delta's system. I've had problems with that one too. When my company isn't booking my travel, it seems that Orbitz works very well.

 

[JPAustin]

Not to mention that NW no longer gives you free pretzels and that stupid "now boarding all rows, all seats" boarding announcement after the important people get on. Gotta drive the FAs nuts!

 

[jke406]

It's part of NWA's new revenue enhancement program. Glad you found a ticket at SWA though.

tanker clown, how much did you have to pay your male hooker to take that picture of you in front of your computer?

 

[AZ Typed]

Not to mention that NW no longer gives you free pretzels and that stupid "now boarding all rows, all seats" boarding announcement after the important people get on. Gotta drive the FAs nuts!

I went with NWA because I'm a DTW native and I like to support DTW companies (I know they are based in MSP, but you get the idea).

As for the all rows thing - my wife refuses to fly NWA for this very reason. Try boarding during "all rows" with a baby. WTFO - it's hard to believe they are even serious when they say "all rows welcome to board." Like the airline, their is no direction in the boarding process. What can you do, oh ya - fly someone else and hope for better luck!

AZT

 

[Occam's Razor]

As for the all rows thing - my wife refuses to fly NWA for this very reason. Try boarding during "all rows" with a baby. WTFO - it's hard to believe they are even serious when they say "all rows welcome to board."

Huh?

Why doesn't she board during the pre-Board process for "...families with small children and those who need a little extra time..."?

I see it on every flight.

I'm getting a whiff of "creativity" here.

 

[Tanker Clown]

tanker clown, how much did you have to pay your male hooker to take that picture of you in front of your computer?

406, why are you always so angry? Please don't get mad at me because you can't get on with Southwest. Give Saudi Air a try. I hear they turn a blind eye NAMBLA members like you.

 

[AZ Typed]

Huh?

Why doesn't she board during the pre-Board process for "...families with small children and those who need a little extra time..."?

I see it on every flight.

I'm getting a whiff of "creativity" here.

Great Idea, I agree...however not put into practice, at least in Phoenix. We've asked the last 3 times (since August on NWA) and we're told to board with everyone at the same time. Maybe this is a PHX trait, but so what - it stinks. No big deal - this isn't an issue for US anymore as she refuses to fly NWA due to it. SWA has been more than happy to help us get all the gear (the kid and diaper bag) on ahead of time - it's worth a few extra bucks on SWA for the service and smile.

With no kid-baggage to drag along, I thought I'd send some of my money to NWA, but as you read above, it was a futile effort.

 

[p3flteng]

I am sorry that you were treated poorly by my company.
If you can take the time to complain here than go ahead and take the time to complain to the companies customer relations department and maybe they can do something to make it right with you, and possibly even fix it to prevent a next time. I checked, a simple search of google will give you a Northwest Airlines customer care phone number.
In any case I hope your travel was safe and uneventful.

 

[FmrFreightDog]

I am sorry that you were treated poorly by my company.
If you can take the time to complain here than go ahead and take the time to complain to the companies customer relations department and maybe they can do something to make it right with you, and possibly even fix it to prevent a next time. I checked, a simple search of google will give you a Northwest Airlines customer care phone number.
In any case I hope your travel was safe and uneventful.

Don't you have an electical system to be studying or something??? Back to work!

 

[ExAF]

My Thoughts as Well

I am sorry that you were treated poorly by my company.
If you can take the time to complain here than go ahead and take the time to complain to the companies customer relations department and maybe they can do something to make it right with you, and possibly even fix it to prevent a next time. I checked, a simple search of google will give you a Northwest Airlines customer care phone number.
In any case I hope your travel was safe and uneventful.

Those were my thoughts as well. Bitching about the NWA ticketing and customer service to the pilots is a waste of time. Like we have any influence or input to the system. We don't have a say until you, the wife, kids and "stuff" are in the seat and ready to go. If you have a complaint about the ride, this is the place. If it's about anything else...try:
Currently Kristen Shovlin, Director - Customer Care and Refunds, is Northwest's single point of contact for customer complaints. She serves as the ombudsman for Northwest Airlines and has a dedicated staff of representatives to assist with resolving customer complaints. She can be reached at:
Northwest Airlines
Customer Care
PO Box 1908
Minot, ND 58702
Phone: 701-420-6282
Fax: 651-367-8459

Go get 'em tiger!

 

[xjhawk]

I hear pan am was a great company to fly on, a lot of good that did them.........i guess its winner take all, dam the passangers.......

 

[AZ Typed]

I am sorry that you were treated poorly by my company.
If you can take the time to complain here than go ahead and take the time to complain to the companies customer relations department and maybe they can do something to make it right with you, and possibly even fix it to prevent a next time. I checked, a simple search of google will give you a Northwest Airlines customer care phone number.
In any case I hope your travel was safe and uneventful.

Thanks for the reply Red Tails - indeed I have sent a letter off, but it seems to the wrong address. I searched the NWA site but could only find a "refund" address. I'll fire off a copy of the letter to the address given below in a response. You'd think the Feds would make them plant an address of the compnay in plain view.

My point in telling this story on here was to simply let the NWA guys know of such poor service. After all, my not buying a ticket on NWA affects their lives, and those of other NWA employees, too. But I figure pilots need all the ammo they can get when it comes time to bargain (not that this thread means anything at the bargaining table). Have a few good friends at NWA and no intent here to blast the pilot group - just the CS clowns.

AZT

 

[123]

Huh?

Why doesn't she board during the pre-Board process for "...families with small children and those who need a little extra time..."?.

Apparently this process has changed. As I was getting my ticket at the counter last night (for another DH), I watched a couple with their two very small children try to preboard with "those needing a little extra time". They were promply denied and the ticket agent proclaimed "we don't preboard kids anymore, you will have to board with everyone else".

I was going to help them out, but before I could offer assistance, a bunch of other passengers offered to help them with their stuff.

 

[doh]

A couple of years ago USAirways had that campaign, everything we do begins with U. Well NWA now has a similar campaign with the promise:NOrthwest, everything we do begins with ... well, you get the idea! Northwest has always been this way, and they keep making money so there must be a substantial S&M crowd of fliers out there. Oh, by the way, the folks in the front office (cockpit for those of you from P Park) have always been 1st rate! It's their management that drives all the rules against customer service, not the pilots, FA's or CSA's.

 

[EWR_FO]

Thanks for the reply Red Tails - indeed I have sent a letter off, but it seems to the wrong address. I searched the NWA site but could only find a "refund" address. I'll fire off a copy of the letter to the address given below in a response. You'd think the Feds would make them plant an address of the compnay in plain view.

My point in telling this story on here was to simply let the NWA guys know of such poor service. After all, my not buying a ticket on NWA affects their lives, and those of other NWA employees, too. But I figure pilots need all the ammo they can get when it comes time to bargain (not that this thread means anything at the bargaining table). Have a few good friends at NWA and no intent here to blast the pilot group - just the CS clowns.

AZT

AZT,

I had almost the exact same thing happen to me on USair a couple weeks ago. I checked the price/seats at night and tried to buy them in the morning. When I started the purchase process it went all the way through to where you enter a credit card and I got an error message about something to do with technology glitch and a number for Usair tech support.

I called the number and the girl told me to type in USAIRWAYS.com instead of USAIR.com I told her I have never had any problems before but she was convinced this was the problem. When I did that, the same exact screen came up with the price increased $98 per ticket. I called USair res and got almost the exact same conversation, complete with a supervisor, that you did. I told her I still had the screen in my browser that proved I wasn't making this up and I would be happy to e-mail it to her. I did email it and three phone calls later, I got the original price.

If you still have that page in your browser history, it might be worth a shot.