How to approach NW about this?
Jan 24, 2007, 6:17 pm
#1
Original Poster
Join Date: Nov 2006
Location: MEL
Programs: DL, QF, QR Gold, MR Lifetime Gold
Posts: 7,003
How to approach NW about this?
This is a long story, but I'll try to explain the situation as briefly as possible.
I made a reservation and then submitted a Best Fare Guarantee claim. I exchanged several emails with NWA, but ultimately my claim was denied. I felt I was right and I cancelled my reservation (it was just under 24 hours). I felt very strongly about this and asked for a satisfactory explanation. Some time goes by and I don't get the explanation, which further frustrates me, so I complain about it.
In the end, I get an email with a very nice, polite and comprehensive explanation of the situation. As it turns out, NWA was right. (It was just very frustrating when I didn't understand what was going on and got evasive or irrelevant responses. The mistake that NWA made was not properly explaining the situation in the first place - this whole incident could have probably been avoided.) In addition to that, as a one-time gesture of goodwill, NWA offered to reinstate the reservation that I had made at the lower price (but quickly, while there is still K availability). Very nice gesture; I am truly greatful. ^
I replied to the email accepting their offer to have my reservation reinstated this morning. I have not received a response yet, nor do I see a the reservation reinstated when I check at nwa.com. I called the Plat line and they said that they couldn't do anything for me - they can't reinstate a cancelled reservation and if they were to make another reservation at a price different than what the system quotes then I would need some sort of promo code. The nice lady suggested that I call customer care. So I did that. Another nice lady - she said that she could not reinstate or make new reservations; I would have to call reservations for that. THIS is the predicament.
What should I do?
There doesn't seem to be an appropriate department to handle my situation. I just want to check on this because this offer is only valid while there is still K class availability for my itin. I hate to be so persistent but it would be a shame to miss this opportunity.
I made a reservation and then submitted a Best Fare Guarantee claim. I exchanged several emails with NWA, but ultimately my claim was denied. I felt I was right and I cancelled my reservation (it was just under 24 hours). I felt very strongly about this and asked for a satisfactory explanation. Some time goes by and I don't get the explanation, which further frustrates me, so I complain about it.
In the end, I get an email with a very nice, polite and comprehensive explanation of the situation. As it turns out, NWA was right. (It was just very frustrating when I didn't understand what was going on and got evasive or irrelevant responses. The mistake that NWA made was not properly explaining the situation in the first place - this whole incident could have probably been avoided.) In addition to that, as a one-time gesture of goodwill, NWA offered to reinstate the reservation that I had made at the lower price (but quickly, while there is still K availability). Very nice gesture; I am truly greatful. ^
I replied to the email accepting their offer to have my reservation reinstated this morning. I have not received a response yet, nor do I see a the reservation reinstated when I check at nwa.com. I called the Plat line and they said that they couldn't do anything for me - they can't reinstate a cancelled reservation and if they were to make another reservation at a price different than what the system quotes then I would need some sort of promo code. The nice lady suggested that I call customer care. So I did that. Another nice lady - she said that she could not reinstate or make new reservations; I would have to call reservations for that. THIS is the predicament.
What should I do?
There doesn't seem to be an appropriate department to handle my situation. I just want to check on this because this offer is only valid while there is still K class availability for my itin. I hate to be so persistent but it would be a shame to miss this opportunity.
Jan 24, 2007, 6:33 pm
#2
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,539
What should I do?
There doesn't seem to be an appropriate department to handle my situation. I just want to check on this because this offer is only valid while there is still K class availability for my itin. I hate to be so persistent but it would be a shame to miss this opportunity.