Sorry to say but what do you expect from an airline that runs everything to the bone, including its outsations and FF club. The NW/CO operations are a joke worldwide and have been so for many years and in my opinion and have done nothing to improve using the cost cutting excuse to back up their horrible service. The whole ST operation has always played 2nd fiddle to OW and is full of members who earn their miles flying on cheap tickets with cheap airlines. What I mean by that is that OW knows that you earn 150 000 miles in a year, these miles have cost you a lot more to fly than 150 000 miles on ST carriers and the old saying you get what you paid for kicks in when you need service. I have two clients who between them fly from West Coast USA 15/20 times a year in Business class on NW/CO and I finally got them to switch to CX and they will never go back to using any American based carrier or ST members. The service in the air and on the ground is way beyond what they had in years of flying NW/CO