Originally Posted by Fusion

This is interesting because as I was cleaning out a pile of crap in my office, I happened across a "customer service guide" that I must have picked up at some airport. The interesting part is that it very clearly states that NW gives $400 when delayed more than 2 hours.

I've heard that this never happens with them - but why then would they publish is in customer literature.

It's also posted here:
http://www.nwa.com/plan/guide05.html