RDURES1,

Great comments... could not agree more. I can certainly understand how trying it can be to work with customers... but no excuse for that behavior.

William

I agree that this is unacceptable, but I always find it difficult to draw that line on when you actually complain and when you don't.

Personally, for something like this I would consider that it didn't actually 'damage' me and therefore I would not complain - but the next time the airline came to me for comments (a questionnaire, survey etc. I would point it out as an example of bad service).

To as large an extent as possible, I always vote with my feet, if the service is poor I try not to fly with the airline - I do not believe that the customer should be the quality control for a company.


Nick

Unfortunately I think this attitude pervades NW airlines. I doubt you'll get any meaningful response from management, but my fingers are crossed...

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Get my trip reports mailed to you! http://www.egroups.com/subscribe/liontales

It's unbelieveable, but I won't be too surprised if you get a reply from NWA management that tells you the posted letter is company policy. http://www.flyertalk.com/forum/smile.gif

Don't do anything and let the airline continue demonstrating its true colors! http://www.flyertalk.com/forum/smile.gif

Seriously - this is about as unprofessional as it gets short of opening mocking you to your face.

Complaining at the local level gets you the satisfaction of getting a personal apology and probably little else.

Complaining at the corporate level may get you some minor perq as well as to send a little shock wave through the office.

If it were another airline, I'd even supect it could cost someone their job. Since it's NW, they'll probably only reprimand the office manager for not having it on NW letterhead.

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"I will not be pushed, filed, stamped, indexed, briefed, debriefed or numbered. My life is my own."

A letter has been drafted and will be sent tomorrow. I'm not the letter-writing type, but this is absurd and hurtful. It makes me never want to fly NWA again.

So it's a "thank you" letter then?

James: http://www.flyertalk.com/forum/biggrin.gif

Also see:
http://www.flyertalk.com/forum/Forum35/HTML/000615.html
http://www.flyertalk.com/forum/Forum35/HTML/000596.html
http://www.flyertalk.com/forum/Forum35/HTML/000574.html

[This message has been edited by doc (edited 08-20-2000).]

That situation is totally unacceptable. If it happened to me, I would have made an issue of it immediately. I hope you have included the agents name in your letter.

By the way, did the posted letter have the former CS Agent's for employer's name in the article?

Please keep us updated.
(BTW - James: that was very funny!! http://www.flyertalk.com/forum/biggrin.gif http://www.flyertalk.com/forum/biggrin.gif )

-RKG

No-
Although I suspect it was a particular agent, they don't all use the same desk location each time, and I'd hate to get the wrong person in trouble. But it should come down. No question about that.

If any MSP people want to meet me and some other frequent MSP flyers to go down there en masse and raise a stink about it face to face, I'm all in favor of that. It could be a little FT get-together.

Alert the press! http://www.flyertalk.com/forum/wink.gif

I suprised you controled yourself. I would have asked about the clipping on the spot. You should definatly follow up on it though.

Freefaller12k

Deeeesgusting!

As another airline employee please accept my blanket apology that creatures like this are allow out in public and worse, allowed to "serve" the public. Unfortunately, through their thoughtless or rude behaviour, they rapidly undo all the good and professional PR many of the rest of us strive to deliver. We move 1 step forward providing customer satisfaction and contributing to customer loyalty and they knock us back 5.

I would definitely write and as pointed out, I am surprised that you didn't make a comment on the spot but the shock probably held your tongue hostage.

For most computer transactions an agent's ID number is logged although I cannot speak for NWA's system. Do you have a paper record from your visit to the ticket office that would assist in tracking down the correct employee?

I was sorry to read of your treatment and the blatant display of this article. It should be addressed and the clipping yanked pronto.

Proving once again why Northwest has earned reputation of Northworst! http://www.flyertalk.com/forum/eek.gif

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" Lambert International, St. Louis --- the Bermuda Triangle of the Midwest."

I sent an e-mail to NW Customer service describing the article clipping, along with another customer service matter at the Mpls. City Ticket Office. A supervisor replied that my comments would be forwarded to the manager of MN ticket offices.

However, on a visit to the ticket office on Friday, I found the newspaper article was still in the same noticable spot. http://www.flyertalk.com/forum/frown.gif

I mentioned that this had been a discussion topic on-line among NW flyers-- I wonder what response steps may be taken now.