DISQUS

Paula Thornton · 9 months ago

Indeed. What great timing for Southwest. I hope they leverage the heck out of this opportunity.

NWA, like other companies live in a culture of 'denial' to the point of not allowing employees to do the 'right' thing (because all the 'loopholes' have been managed out of the system to minimize waste).

It's a new world. A world in which Southwest Airlines (or anyone like them) will dominate the market. Thank goodness for us.

torchio · 9 months ago

I hate airports/ airlines for these very kind of stories. No consistency or meaning behind most of their "rules".

Also, holy crap about the poisoning thing. Glad to hear you are doing better.

Kore Peterson · 9 months ago

Happy that Southwest in now in Minneapolis and NWA is losing it monopoly status and competition is being re-instated.. Vote with your dollar. It's an emotional thing.

Misbah · 9 months ago

well, shit, that is some seriously crappy customer service. i'm not sure i have any other gems to add to that. i don't travel anywhere near as much i do, for precisely the reasons with which you began your post (and a host of others), but my mom flies a lot and sometimes has to change the flight or whatever. i'll tell her about this. thanks for the heads up. incidentally, isn't Southwest the only airline that isn't charging a baggage fee even for 1 checked bag?

as for the whole CO poisoning, what the hell?! i'm about to go read that post now for details. i didn't even know. glad you're okay.

Dan Mandle · 9 months ago

I wonder if the folks you talked to were truly NWA staff or Delta already. I hear their uniforms change over end of this month but I've heard other structure changes are already in place.

Face · 9 months ago

Listen mook -- you didn't know that if you don't take the first leg of a flight, the second one gets cancelled? I mean c'mon man...

Adam · 9 months ago

@Face-

Thanks for the insult. Do you work for Northwest :) - also love the fake email address. The least you could do if you're going to come on over and insult me is be "real."

Given how poor the Northwest customer service ratings are, I don't think I'm the only person feeling this way. On any business flight I've ever taken there has never been a penalty/cancelation for reworking the travel plans. The devil is in the details. Because this ticket was NOT a business fare Northwest is "allowed" to do this sort of thing.

As I commented in the post, I should have read the 35 pages of terms of conditions and by the letter of the law Northwest is 100% right. But, look at the cost of their decision. For the $150.00 they are going to make off of me on this transaction they are going to lose approximately $15,600 to Southwest. That number is based on a $300.00 a ticket round trip price from Pittsburgh to Minneapolis. I'll be making that trip nearly every single week this year.

Do the math and tell me if it makes sense?

Adam

Andrew · 7 months ago

As a former NWA employee this is one of the reasons why I am a former NWA employee. You could have gotten your ticket reinstated with even more persistence and your time. Based on FAA regulation it is against the law to purchase a round trip flight and then only use a portion of it without speaking to the airline first. If you take a look at the back of your boarding pass or the terms and conditions link before you purchase any ticket it will reference this.

I am not agreeing with the company I am just saying that it is FAA regulation and the law so you do not have any legal recourse. If there is a next time call NWA reservations, pay a $25-50 fee to change your reservation and you will be on your way. To your point this is why Southwest advertises no hidden fees. But FYI, if you try and standby on a Southwest flight and you bought a reduced fare, they may require you to upgrade to the full fare before letting you standby. This is why I am now in the consulting business for airlines.

Thanks,
Andrew

Lin · 7 months ago

As another former NWA employee, I have to say that this is why I now work for Southwest Airlines...and couldn't be happier!

Andrew is correct about the law and the Southwest upcharge for standby travel. However, the better service is worth it, in my opinion. Happy to welcome another loyal SWA customer!