Radiocycle
Mar 30, 02, 6:54 pm
I had some difficulty over the years upgrading my family with the elite companion upgrades. On Christmas day I was flying PHX - DTW and waiting for the 2 hr. space available upgrade for my son at the gate. It did not clear. NWA upgraded a blind passenger and gave the blind passengers service animal seat 1B.
I happened to have my digital camera and sent a photo of the dog to "Talk to NWA"
Has anyone else had problems with compainion upgrades?
Below is the NWA reply to my talk to NWA email.
Thank you for sending the photos of the service animal in the First
Class Cabin of Flight 254 on December 25. On behalf of Northwest
Airlines, I apologize for the discrepancy with the First Class boarding
process.
We value you as a customer and for that reason, we have sent a goodwill
gesture to the address provided for you and your son. You should
receive it in 10-14 business days.
After reviewing the flight manifest, it has been determined that the
passenger traveling with the service animal was assigned to seat 1A
only. Because seat 1B was not purchased by the passenger as well, this
seat should have been available for your son to use the platinum elite
companion upgrade.
Furthermore, our company policy is for service animals to sit on the
floor near their owner. Our guidelines do not allow for pets to sit in
the seat; particularly a vacant seat.
Be assured that I have copied the photos and shared them with our
Phoenix Manager of Station Operations and also the director of inflight
services. We want to ensure the best service is provided at all times
and prevent a similar situation from occurring.
thank you again for taking the time to send this information
and for allowing us the opportunity to review this matter. We
appreciate your frequent business and look forward to serving your
travel needs again soon.
Sincerely,
Monek Harris
Supervisor, Customer Relations
Northwest/KLM Airlines
[This message has been edited by Radiocycle (edited 03-30-2002).]
I happened to have my digital camera and sent a photo of the dog to "Talk to NWA"
Has anyone else had problems with compainion upgrades?
Below is the NWA reply to my talk to NWA email.
Thank you for sending the photos of the service animal in the First
Class Cabin of Flight 254 on December 25. On behalf of Northwest
Airlines, I apologize for the discrepancy with the First Class boarding
process.
We value you as a customer and for that reason, we have sent a goodwill
gesture to the address provided for you and your son. You should
receive it in 10-14 business days.
After reviewing the flight manifest, it has been determined that the
passenger traveling with the service animal was assigned to seat 1A
only. Because seat 1B was not purchased by the passenger as well, this
seat should have been available for your son to use the platinum elite
companion upgrade.
Furthermore, our company policy is for service animals to sit on the
floor near their owner. Our guidelines do not allow for pets to sit in
the seat; particularly a vacant seat.
Be assured that I have copied the photos and shared them with our
Phoenix Manager of Station Operations and also the director of inflight
services. We want to ensure the best service is provided at all times
and prevent a similar situation from occurring.
thank you again for taking the time to send this information
and for allowing us the opportunity to review this matter. We
appreciate your frequent business and look forward to serving your
travel needs again soon.
Sincerely,
Monek Harris
Supervisor, Customer Relations
Northwest/KLM Airlines
[This message has been edited by Radiocycle (edited 03-30-2002).]