IGNOBLE CUSTOMER SERVICE!
Written: Jul 27 '04
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Pros: You're fine until you actually want to redeem your tickets and go somewhere...
Cons: If your considering this card, read the review.
The Bottom Line: I highly recommend you keep looking.
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| savvymomma's Full Review: Northwest Airlines WorldPerks Visa (U.S. Bank) |
My husband and I got this credit card nearly four years ago because he was going to be traveling a decent amount for work. This April we decided to go on a mini-vacation, without the kids, and wanted to redeem our two free tickets he had earned through their 123Free promotion. Mind you, one of the reasons we decided to even take this trip was because it was free, (minus airport taxes) and we figured the tickets might expire before we had the opportunity to use them, after all, we were expecting #4. Come to find out we got to use only one of the free tickets and were charged 25,000 points for the second. I am very meticulous - I had the date and time I called, my confirmation number and the name of the young lady who made our reservations. I know, without a doubt, that our reservations were made with both me and Denise (who made the reservations) under the impression that we were using the two free tickets. She even gave me a grand total (which was different then what we were actually charged.)
So, I called NWA to see if we couldn't get this straightened out, but there was nothing Jessica could do. I asked if I could speak to her supervisor and was then given the privilege to speak to Jonah, who by all definition, was a jerk. I have called MANY companies over dissatisfied products, and never have I spoken to anyone of such low character. He was rude, arrogant and condescending. His excuse for only using one free ticket? At the time the reservation took place there was only one free ticket seat available on that flight. We could call back and see if any free seats became available, but we would be charged a $50 fee. He told me he "..could waive the fee, but that he would not." He couldn't take my word for it as it was only my side of the story. I asked if at the time of the reservation other free flights were available. He replied, "Yes." I told him we would have taken ANY free flights. We were traveling alone, no children, at our leisure! He said he "had no way of knowing if that were true." (it was a difference of 75 minutes on our arrival destination - why would we have cared?!) I told him to talk to Denise and he said she wasn't available. I asked to speak to another supervisor and he told me he could not transfer phone calls. I then asked to speak to his boss and he told me he was as high as it went. WHAT A CROCK! Our conversation lasted 40 minutes, much of which I was on hold, and during and after which I recorded ALL of this! He told me they would accept no responsibility for any misunderstanding and when I told him the next time I flew it would not be with Northwest he replied, "That's okay."
It is now July and I want to use that other free ticket. I called earlier today to check on the availability of some flights. I gave her all my info and told her I wanted to use our free ticket. It took some hunting but she located it and gave me the promotional code, and then told me if I called back should give it to the next representative. (I just found out my availability but did not book the flight.) I called back this evening. The lady was very rude. She first told me in a very snotty tone that she could not give me any information without our 13-digit confirmation number, which I told her I didn't have. Well, then there was nothing she could do for me. (The confirmation # comes on the email in which they notify you of your free ticket - that was MONTHS ago! Besides, I have NEVER been asked a confirmation # when calling to check on availability.) I told her I called earlier that day and was able to find availability. So she went ahead and typed in my promo code, and she then informed me that the free ticket was gone, that we'd used it. I said, "no, we didn't." During this not-so-friendly-in-the-least conversation she just said "the computer says it's not here, so it's not here."
Customer service and customer satisfaction clearly are not priorities at Northwest Airlines. What is the point of building up points and earning so-called "Free" tickets when they make you jump through hoops just to use them. Or you think you're using them and your not, or oops! They're gone! It disgusts me and I do not and will not give my business to a company who will sink that low to save themselves a few lousy bucks all at the expense of unknowing consumers. So I recommend you keep looking, that is what I'll be doing. And I will tell EVERYONE and ANYONE who asks my opinion on the issue. (My sister asked just last night what credit card we used, I called her tonight and she was as disgusted as I was.) They may not think it matters, but it does make a difference, small as it may be.
Recommended:
No
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Epinions.com ID:
savvymomma
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Reviews written: 1
Trusted by: 0 members
About Me:
A typical mom and conscientious consumer.
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