Tenth Anniversary of DL/NW merger
Oct 30, 2018, 6:07 am
#31
Join Date: Jan 2002
Location: BSB
Programs: DL 2 MM
Posts: 4,914
FT influenced a lot of positive changes at NWA HQ
Between 2002 and 2008 I met senior management in Eagan to advocate for NWA FTers.
These trips were paid for out of pocket, initially I went by myself and then another FT Moderator who really cares about NWA’s service, TheZipper joined me on these consultations, we had access to all areas of NWA’s senior management.
There were several new products and positive enhancements. This twice a year 2 day consultation with the Vice Presidents of Marketing, Sales, Inflight, and the management team at Worldperks, WorldClubs, discussions about ground ops, etc led to positive change.
Some of the most memorable trips to Eagan were touring Building F seeing the Worldwide Dispatch, Meterology and turbulence avoidance department and then seeing the 27 different doors for all NW actively flying aircraft the FA’s had to be certified in operating in an emergency. Building F had disoatch, scheduling, and FÃ training all in one. On another trip Jim Cron invited me and another FT Moderator (theZioper) to train in the A320 Flight Simulator in Building A.
RC
These trips were paid for out of pocket, initially I went by myself and then another FT Moderator who really cares about NWA’s service, TheZipper joined me on these consultations, we had access to all areas of NWA’s senior management.
There were several new products and positive enhancements. This twice a year 2 day consultation with the Vice Presidents of Marketing, Sales, Inflight, and the management team at Worldperks, WorldClubs, discussions about ground ops, etc led to positive change.
Some of the most memorable trips to Eagan were touring Building F seeing the Worldwide Dispatch, Meterology and turbulence avoidance department and then seeing the 27 different doors for all NW actively flying aircraft the FA’s had to be certified in operating in an emergency. Building F had disoatch, scheduling, and FÃ training all in one. On another trip Jim Cron invited me and another FT Moderator (theZioper) to train in the A320 Flight Simulator in Building A.
RC
Oct 30, 2018, 7:48 am
#32
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Platinum, Hertz Presidents Circle
Posts: 6,977
There was certainly a period during strikes and management upheaval that NW deserved its "Northworst" moniker, and the plane interiors on at least the domestic routes were a bit tired, but overall I was glad I was loyal to them. I felt like they reciprocated.
I especially miss:
All that said, a lot of the changes simply reflect changes in the industry. The AA EXP program is a shambles of what it once was. Upgrades are much less likely, long phone hold times even in the absence of significant operational events, and much less flexibility when you do get an agent.
I especially miss:
- nwa.com. It was certainly not flashy, but you didn't have to fight your way through a gauntlet of upsell and credit card pitches to do anything. IMO it remains the best example of a straightforward, well designed, functional site. (See below.) In fairness, the Delta app is quite good.
- The seamless partnership with CO. (And CO's excellent service and operations.)
- Nearly certain upgrades as a Platinum.
- Platinum companion upgrades.
- The MEM hub. I fondly remember the aroma as you deplaned. My go-to BBQ place was Corky's but there was another one more centrally located (Interstate?). It was a great hub for connecting from AUS to various points on the east coast.
- Generally excellent phone service, and great flexibility during IRROPs.
- The agents at AUS, until DL laid them all off.
All that said, a lot of the changes simply reflect changes in the industry. The AA EXP program is a shambles of what it once was. Upgrades are much less likely, long phone hold times even in the absence of significant operational events, and much less flexibility when you do get an agent.
Oct 30, 2018, 5:37 pm
#33
Join Date: Dec 2006
Location: SFO
Programs: AA Now dirt, BA Silver soon dirt EX NW IGE. EX BA Gold EX AA EXP x9. SQ Gold
Posts: 577
International Gold Elite and Million Mile perks
The dome on the 747-200's with the small First class.
My favorite was the "International Gold Elite " status they had for a couple of years. It rewarded paid business class and first class international customers with some cool perks: escorts to and from the aircraft, A special phone number. The escort to the aircraft in Manila was a very cool perk, as I could board last and miss the large crowed blocking the gates at boarding. Preferred upgrades to International first class. ( when they had international first class). I loved first class in the dome of the 747-200. It was like having a private jet When I was seated in the dome, then seat next to me was always blocked. I had a business in the Philippines and flew 1MM on NW in four years. NW made a big deal over that status! I got first class up grade certificates that my wife was able to use. Nice Million Millers bag tags, A flight wallet. AND a nice thank you letter signed by a real person!
I knew the crews on the SFO-NRT segments. I always was served first. I do not know if they remembered me or if it was in my record. NW had older equipment and there were sometimes delays. If there was a significant delay they knew about and agent would find me in the lounge and I would be given a choice of a reroute. Sometimes they would offer a JAL flight to SFO. Or a KLM flight to SFO via AMS. ( AMS was a fun reroute)
NW was certainly not on a par with Singapore, JAL, Cathay or even Untied on the flight to Asia, but the special treatment I received was a super experience. ( I needed something special to have to live and work in Manila for four years!)
I miss the "World Perks" program . I was able to vacation for years on NW miles.
I feel rather lost with Delta. I have lifetime Medallion Status because of the NW MM status, but every year I have to call Delta and ask them to reinstate it. The Delta miles are useless.
I have since accumulated 2 million miles more on other Airlines, but it is not the same.
Continental is gone, merged with United, The result is a mediocre airline competing with American Airlines to be the world's worst airline. A race to the bottom of the customer service chart! American Airlines where I have ave been EXP for years. Parker who has ruined AA.
The big three airlines have alienated their best customers. Those of us who buy Business and first class tickets or fly the miles in the ( 29" inch seats: THANKS PARKER).
Now anyone with 20-30 credit cards gets the premium seat. One can "buy" status with an airline. The programs have been "enhanced", miles devalued and worse customer service.
I used to call Northwest "Northworst" But NW treated me 10 times better than "Airlies" for America"
Who paid for the big three bankruptcies: you the American Tax payer!
The big three have lost sight of the people who have kept it together during their BANKRUPTCIES. US THE FREQUENT FLYERS.
Yes, I miss Northwest. Yes they went out of business. Perhaps for the reasons I noted above. American, Delta and United survived. But for how long. How long will we tolerate this level of bad customer experience? Have you flown Jet Blue.......
I just found my International Gold Elite card...
Sorry for the rant. I do miss NW.
Oct 30, 2018, 5:48 pm
#34
Join Date: Mar 2008
Posts: 1
Intriguing HIstory
As a former employee of 20+ years with Northwest and still in this industry I love, I miss working for the company and greatful of all the opportunities I was given, the talented people who influenced my career and the customers I was able to interact with. There are days I wish the company could have survived as a stand alone carrier.
Oct 30, 2018, 5:57 pm
#35
Join Date: Nov 2004
Location: Manhattan Beach, California
Programs: BMI Diamond Club Gold forever
Posts: 6,367
I had frequent work trips to India and Singapore and my company had a roughly 55% discount with NW so it was almost always on them. I was always amused that Singapore and HYD were not that far apart but due to NWs routings, I went to India via AMS but Singapore via NRT. I always enjoyed the friendly greetings when I boarded to fly home.
Other great things... When we lived in Singapore, we had a dedicated NW rep in Singapore and she was able to do things with revenue management such as make the last seat in business class go into award inventory long enough for me to grab it for my wife. Many times she made plans to accompany me the night before and the rep would magically make an award seat appear. Moreover, the miles were often not even debited from my account.
We got to know a ton of the staff and pursers during that time.
Lastly, we were quite fond of the CMB-SEA CSPLK fare for $1200 ;-). Many a trip in thr NW ticket office in Sri Lanka to see Dushanthi.
Other great things... When we lived in Singapore, we had a dedicated NW rep in Singapore and she was able to do things with revenue management such as make the last seat in business class go into award inventory long enough for me to grab it for my wife. Many times she made plans to accompany me the night before and the rep would magically make an award seat appear. Moreover, the miles were often not even debited from my account.
We got to know a ton of the staff and pursers during that time.
Lastly, we were quite fond of the CMB-SEA CSPLK fare for $1200 ;-). Many a trip in thr NW ticket office in Sri Lanka to see Dushanthi.
Oct 30, 2018, 9:50 pm
#37
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,046
When they officially merged. A merged company just means they're now owned by same parent. Has nothing to do with systems, etc... UA/CO merged years ago, but employees till recently worked under different contracts depending on which side they were hired for. A FA hired and trained to work on a pmUA 777 couldn't work a pmCO 777. When the 787s came online, only those hired and working under the CO side were eligible to train to crew it. It doesn't change the fact that UA/CO are one merged company now.
Oct 30, 2018, 11:46 pm
#39
Join Date: May 2009
Location: SEA
Programs: AS MVPG, DL FO, Marriott Gold, Hertz 5 Whatevers
Posts: 1,099
Things that I miss:
Those red tails were endearing, and seeing the 747 behind the water fountain around Gate A40 in the McNamara Terminal at DTW
DTW was busier before the merger - SaaBs @ the B/C gates
Seemed like a novelty for a US airline to have a hub overseas (thinking of NRT, which is pretty much on its deathbed these days)
Vaguely remember NWA serving these tasty pretzel twists before they got cut in 2005
NW's DC9s - those were pretty much built like tanks
Didn't personally redeem WorldPerks but I keep hearing about how awesome it is compared to SkyPesos
Not exactly a victim of the merger but... CINNABON in old Davey terminal before McNamara opened (before 2001?)
Things I don't miss:
NWA was an operational mess and stingy as hell. I think DL, WN, CO, and AS all served snacks if not meals in coach despite the recession and 9/11.
Stale aircraft interiors - the cloth seats on the older planes did not smell good
Surly customer service at NWA - still lingers in the senior exNW FAs, though I don't experience it much here in SEA (very junior base)
DL's website - still sucks in 2018
Man, time flies.
Those red tails were endearing, and seeing the 747 behind the water fountain around Gate A40 in the McNamara Terminal at DTW
DTW was busier before the merger - SaaBs @ the B/C gates
Seemed like a novelty for a US airline to have a hub overseas (thinking of NRT, which is pretty much on its deathbed these days)
Vaguely remember NWA serving these tasty pretzel twists before they got cut in 2005
NW's DC9s - those were pretty much built like tanks
Didn't personally redeem WorldPerks but I keep hearing about how awesome it is compared to SkyPesos
Not exactly a victim of the merger but... CINNABON in old Davey terminal before McNamara opened (before 2001?)
Things I don't miss:
NWA was an operational mess and stingy as hell. I think DL, WN, CO, and AS all served snacks if not meals in coach despite the recession and 9/11.
Stale aircraft interiors - the cloth seats on the older planes did not smell good
Surly customer service at NWA - still lingers in the senior exNW FAs, though I don't experience it much here in SEA (very junior base)
DL's website - still sucks in 2018
Man, time flies.
Last edited by ab2013; Oct 30, 2018 at 11:54 pm
Oct 31, 2018, 7:50 am
#40
Join Date: Aug 2006
Location: DFW
Programs: Non-Affiliated
Posts: 7,431
Oct 31, 2018, 9:31 am
#42
Join Date: Dec 2006
Location: SFO
Programs: AA Now dirt, BA Silver soon dirt EX NW IGE. EX BA Gold EX AA EXP x9. SQ Gold
Posts: 577
As a former employee of 20+ years with Northwest and still in this industry I love, I miss working for the company and greatful of all the opportunities I was given, the talented people who influenced my career and the customers I was able to interact with. There are days I wish the company could have survived as a stand alone carrier.
Also most importantly: Welcome to the forum!
Oct 31, 2018, 9:50 am
#44
Join Date: Jul 2009
Programs: DL PM, HH Diamond, Marriott Plat, AA, WP
Posts: 840
Wow, a decade goes by so fast! I truly miss WP and NW (and TWA), but all the big airlines have gone down the toilet. Still, it's nice to sit in a new plane and if ya gotta get around, you need airlines.
LL1056, welcome to FT, we hope you stay around and make some friends!
LL1056, welcome to FT, we hope you stay around and make some friends!
Oct 31, 2018, 12:54 pm
#45
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,414
Aside from problems related to labor issues, my memory is that performance in terms of flights being on time and not being cancelled was among the best in the industry. The a/c were not fancy, the food just OK, the lounges rather simple, but operationally I remember NW being a leader. Am I wrong about that?