Northworst No More?
Written: Sep 12 '00
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Product Rating:
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Pros: Prompt, friendly
Cons: Still changing schedules without notifying customer
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| MaryWA's Full Review: Northwest Airlines |
I've been a Northwest frequent flyer for six years now, and every flight I took confirmed their nickname -- Northworst. It seemed that the answer to every question was NO, even though they almost always ended up doing what I'd requested. Flight attendants were surly and not helpful. Check-in was usually difficult. Schedules were changed without warning.
My most recent flight was a whole different story, and gives me hope that Northwest is turning around. A week before the flight I checked into the web site to see a familiar story -- instead of the direct Indianapolis-Minneapolis-Seattle return flight I'd booked months earlier, we were now on an Indianapolis-Memphis-Minneapolis-Seattle flight. No notification, of course, I had to find out on my own. Since I'd be travelling with a husband who's phobic about flying and three children, I decided to call and complain. Based on my past experiences, I had no real hope that anything would change, but at least I'd feel better about the whole thing.
The reservations clerk was polite and efficient, and in five minutes I was back on the original flights. He also took the time to double-check our pre-ordered meals and frequent flyer numbers, which has never happened before.
When we arrived at the airport, the plane was oversold and they were asking for volunteers to be bumped. Since we were on vacation and didn't much care when we got there, we agreed to be bumped if necessary. The time waiting to see what was going to happen was very stressful, but the check-in clerk was friendly, polite and professional. She explained our options, booked us better seats on the new flight and showed no impatience as we checked in repeatedly.
The flight attendants on all four flights were friendly and seemed to be enjoying their job. All our requests, such as an extra snack for hungry kids, were met with friendly efficiency. My husband needed to know weather forecasts before we got on each plane, and the gate attendants were happy to accommodate his requests.
All of our flights departed and arrived within five minutes of their scheduled time. The special meals I'd ordered were served promptly and were almost too hot. Two flight attendants offered the kids wings without being asked, and one pilot handed them souvenir cards with a picture of the plane they'd just flown on.
The whole experience gives me hope that Northwest has turned the corner. I'm actually looking forward to my next flight, using all those vouchers they gave me when I agreed to be bumped.
Recommended:
Yes
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Epinions.com ID:
MaryWA
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Member: Mary
Location: Edmonds, WA
Reviews written: 7
Trusted by: 3 members
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