Originally Posted by Alpha Golf
When NW messes up, they often proactively send an apology and maybe some compensatory miles -- without even having to contact them.
I haven't received an apology, nor even seen a general one on DLs website or statements.
Would it hurt so much to say "we're sorry we inconvenienced tens of thousands of people?"
Yes, NW has gotten quite good about being proactive. Of course they had the DTW debacle a few years back. But, after an email about audio not working in my seat on an NRT-LAX flight, I got 10,000 miles posted to my account. I've also been on flights when there have been problems with the IFE or non-standard operations and either had a service pack with a $s off coupon, meal voucher, etc. handed to me as I left the plane or had the miles just show up in my WP account the next day.