It has been more than 1 month since I sent the folloing request to TTU. I have received no response. I even sent the request again, two weeks after the original submission.

I receive plenty of email messages from NW and have checked my spam folder. Why is NW not responding. It it really unacceptable.

Any suggestions on how to get a response out of them?

What was originally sent-

To Whom it may concern:

I am writing to you regarding both my good and bad experiences with NW luggage services.

On 11-27-2007 I flew NW784 from MSP to MKE, connecting NW250 MKE – DTW, connecting NW1220 DTW – DCA.
Upon arriving at Washington Regan airport my single checked bag did not arrive. I was early for all flights and there was ample connection time between all flights.

The customer service agent in the luggage claim office (Ebby) was extremely nice and helpful. She quickly took all my information including my baggage claim number NW 339704 and started the process of trying to find the bag. Since I am a platinum elite on your airline and travel a lot of miles I understand that bags can be mishandled and given the night time arrival of the flight I did not expect to hear anything until the morning.

Ebby from the DCA luggage office was kind enough to call me next morning (11/28) to inform me that strangely my bag was not showing any tracking information. She had discovered that there were several tag off bags in MSP and that there was one that fit the description of my bag. They were able to open the bag and look at the contents to determine that the bag was mine and that the tag on the bag had been ripped off. Ebby indicated that she would request that the bag be sent on the 1:25 P.M. direct flight from MSP to DCA so that it would arrive that evening for me. As a customer I cannot ask for better service than she provided me. She was proactive on the measure.

However, my bag did not arrive on 11/28 in the evening. I called the DCA luggage services department and they kept insisting that they had no information on my bag. I had to explain the situation over and over that the bag was already found and was going to be routed to be as I have explained above. The person I spoke to could not find any information. Further, he promised that a supervisor would call back. The supervisor did not call back and I had to call in again and again to try to get more information. In the end no one could provide me any information on my bag on the evening 11/28. Ebby had left in the afternoon and there was an information vacuum.

On 11/29 I called the DCA luggage services office and spoke to Ebby. She indicated that she sent the request to MSP to send my bag electronically. She indicated that this request was ignored and the no one is MSP sent the bag. It was simply sitting there. She indicated that it would be sent from MSP direct to DCA on the next flight and it would be delivered to me. On the evening on 11/29 I received my bag.

There are two main issues I would like to see NW address:

A. When a bag is missing a bag tag, and the bag is located, shouldn’t someone enter the information in the luggage tracking system that the bag has been found and what the next steps where to be. The problem in this case is when the other agents looked up the bag claim number or the file reference they only saw that there was no tracking on the bag. It seems that when a tagless bag is located it should be assigned a tracking number and this new number should be connected to the customers old bag claim number when appropriate. This would prevent only 1 or 2 NW employees from knowing what the situation is and all others being clueless about what is going on.
B. How can the baggage services in MSP simply ignore requests for bags to be sent once identified.

It seems in this case that Ebby did a very good job trying to help the customer. However, the terrible performance by luggage services in MSP of first loosing the bag tag, then not sending the luggage once found, and not entering anything into the electronic record, resulted in a terrible experience for me the customer.

I would hope that NW will try to fix these issues.

I would like to ask NW for compensation for this poor experience. It is not acceptable to loose a bag, find a bag, loose it again, and then finally have it arrive two days latter.

First I would like to have $75 of my expenses for new clothes that I had to purchased reimbursed. I understand that the baggage policy is $50 for the first day and $25 for the second day. I have a receipt for the purchase and I would be happy to fax or send the receipt to whoever it is necessary. The total was $116 so I will still be out $41 above what NW customarily covers. Please let me know how this needs to be handeled.

Second, I would expect NW to compensate me in some other way for all the hassle and wasted time I have spent, in waiting at the luggage office, calling multiple times on the phone, having to get extra clothes, and finally having to write this email.

I look forward to hearing from NW regarding this.