In my experience, you're better off writing a snail-mail letter to NW than using their online "Talk to Us" feature. Every single time I've used "Talk to Us" (which involves using a series of drop-down menus to select a general topic), I've gotten an email in reply that's been completely non-responsive to the specific issue I've raised.

Example: I used "Talk to Us" to let NW know that my first class seat wouldn't stay locked in a reclined position. I wasn't even asking for compensation--I just wanted to let them know so their maintenance department would make the necessary repair. The response I got was an obvious form email letter sent to folks who complain about seats being too small.

OTOH, here's a snail-mail letter I sent NW:

Dear Sir or Madam:

On June 13, 2004, my flight from Indianapolis to Minneapolis/St. Paul was severely delayed due to weather, causing me to miss my connecting flight to Seattle. I understand that weather is entirely beyond your company’s control, and thus, the purpose of this letter is not to complain about the delay or missed connection.

However, a gate agent at Indianapolis gave me a “stale” Service Recovery Packet with the following problems:

• The amenity coupon had expired last year, on December 31, 2003.

• The Travel Discount Certificate requires that travel be completed by June 30, 2004, which is less than three weeks from the date on which I was given the Certificate.

I have enclosed the amenity coupon (number X XXX XXXXXXXXXX X) and respectfully ask that my selection of 1000 WorldPerks Bonus Miles be honored, since I had no opportunity to redeem the coupon when it was still valid.

In return, NW snail-mailed me a letter stating:

Dear Mr. Deephouse:

In your recent letter, you alerted us to your concerns regarding the service provided while traveling with us from Indianapolis to Minneapolis/St. Paul and Seattle on June 13. On behalf of Northwest Airlines and our affiliate carriers, we sincerely apologize for the delayed flight due to weather conditions, and for the expired Service Recovery Packet. We certainly understand how frustrating it is to receive a packet that it not valid.

I would be happy to add the 1,000 WorldPerks bonus miles to your account for the expired amenity coupon. I will add an extra 1500 bonus miles to cover the Travel Discount Certificate that was soon to expire after you received it.

. . . .


Sure, it takes a little more time (and a $.37 stamp) to snail-mail them, but I find that the results are worth the extra effort. In fact, writing the letter helps pass the time while flying.