2) AMENITIES WILL BE OFFERED TO PASSENGERS WHOSE
TRANSPORTATION VIA NW HAS BEEN INVOLUNTARILY
INTERRUPTED.
NW WILL PROVIDE EACH AFFECTED PASSENGER WITH A
SERVICE RECOVERY PACKET (OTHER THAN AS A RESULT OF
A FORCE MAJEURE EVENT AS DEFINED IN PARA. G),
WHEN:
A) A SCHEDULE IRREGULARITY CAUSES A DELAY OF
BETWEEN TWO TO FOUR HOURS, OR
B) A SCHEDULE IRREGULARITY CAUSES A CANCELED
FLIGHT, OR
C) IN INSTANCES OF A DELAY OF FOUR HOURS OR LONGER.
DOMESTIC PACKETS CONTAIN:
I) A PHONE CARD ENTITLING THE CUSTOMER TO A
FIVE MINUTE DOMESTIC PHONE CALL.
II) AN AMENITY COUPON OFFERING THE CHOICE OF
NW WORLDPERKS MILES, A MEAL IN THE
AIRPORT, OR A BEVERAGE OR HEADSET ON
BOARD THE AIRCRAFT.
III) A TRAVEL DISCOUNT CERTIFICATE VALID
TOWARD THE PURCHASE OF FUTURE TRAVEL.
INTERNATIONAL PACKETS CONTAIN:
I) AN INTERNATIONAL PHONE CARD ENTITLING
THE CUSTOMER TO A PHONE CALL OF
APPROXIMATELY FIVE MINUTES (TIME MAY
VARY DEPENDING ON THE COUNTRY THE
CUSTOMER IS CALLING).
II) AN AMENITY COUPON WITH A HIGHER VALUE OF
NW WORLDPERKS MILEAGE AND MEAL VALUE.
III) A TRAVEL DISCOUNT CERTIFICATE VALID
TOWARD THE PURCHASE OF FUTURE TRAVEL.
NOTE: NW SERVICE RECOVERY PACKETS ARE AVAILABLE
IN ALL NW SERVICE LOCATIONS EXCEPT AMSTERDAM
(WHERE PASSENGERS ARE ACCOMMODATED ACCORDING TO
KLM POLICIES) WHICH INCLUDE PROVISIONS FOR MEALS,
HOTEL AND GROUND TRANSPORTATION. IF A SCHEDULE
IRREGULARITY OF MORE THAN FOUR HOURS OCCURS,
OTHER THAN AS A RESULT OF A FORCE MAJEURE EVENT
(AS DEFINED IN PARA. G), THE DOMESTIC AMENITY
COUPON VALUE FOR MILEAGE AND MEALS IS DOUBLED
(FROM 500 WORLDPERKS MILES TO 1000 WORLDPERKS
MILES AND FROM $5.00 USD FOR A MEAL TO
$10.00 USD).
3) ACCOMMODATING CUSTOMERS OVERNIGHT
A) OCCASIONALLY, NW IS UNABLE TO ACCOMMODATE A
CUSTOMER ON A FLIGHT ON THE SAME DAY OF
DEPARTURE, RESULTING IN THE PASSENGER NOT
BEING ABLE TO TRAVEL. IN THESE
CIRCUMSTANCES, WHEN OVERNIGHT ACCOMMODATIONS
ARE REQUIRED, NW WILL MAKE EVERY EFFORT TO
PROVIDE HOTEL ACCOMMODATIONS REASONABLY NEAR
THE AIRPORT AND PROVIDE A VOUCHER FOR MEALS
FOR ALL AFFECTED PASSENGERS.
EXCEPTION: HOTEL ACCOMMODATIONS WILL NOT BE
FURNISHED TO A PASSENGER WHOSE TRIP IS
INTERRUPTED AT A CITY WHICH IS THEIR
PERMANENT RESIDENCE.
B) IN THE EVENT DELAYED OR CANCELED FLIGHTS ARE
CAUSED BY CIRCUMSTANCES BEYOND NW'S CONTROL
(SUCH AS FORCE MAJEURE EVENTS AS DEFINED IN
PARA. G), NW WILL MAKE EVERY EFFORT TO OFFER
DISCOUNTED HOTEL ACCOMMODATIONS FOR ALL
CUSTOMERS. THE EXPENSE FOR THESE
ACCOMMODATIONS WILL REMAIN
OF EACH CUSTOMER.
4) GROUND TRANSPORTATION
COMPLIMENTARY GROUND TRANSPORTATION BETWEEN THE
AIRPORT AND DOWNTOWN AREA, BUS DEPOT, OR HOTEL
WILL BE PROVIDED BY NW. ADDITIONALLY, WHEN THE
DESTINATION ON THE PASSENGER TICKET IS A POINT
SHOWN IN COLUMN 1 AND FLIGHT ON WHICH THE
PASSENGER IS BEING TRANSPORTED TERMINATES AT A
POINT IN COLUMN 2, NW WILL PROVIDE COMPLIMENTARY
TRANSPORTATION TO THE ORIGINAL DESTINATION
AIRPORT. SUCH TRANSPORTATION WILL BE PROVIDED BY
AN INDEPENDENT CONTRACTOR IN THE BUSINESS OF
PROVIDING SUCH TRANSPORTATION, AND NW DOES NOT
ASSUME RESPONSIBILITY FOR THE TRANSPORTATION OF
THE PASSENGER OR THEIR BAGGAGE BETWEEN SUCH
AIRPORTS. THE COUPONS WILL HAVE NO REFUND VALUE
WHEN TICKET COUPONS HAVE BEEN ISSUED TO COVER THIS
SERVICE AND WHEN SUCH SERVICE HAS NOT BEEN USED.

3) MISFILED FARES
NW, AS A POLICY, DOES NOT FILE OR INTEND TO OFFER
TICKETS PRICED AT ZERO OR NEAR ZERO. ESSENTIALLY,
SUCH FARES DO NOT MAKE ANY ECONOMIC SENSE. WE HAVE
INTRODUCED WARNING MECHANISMS TO TRY TO PREVENT SUCH
OCCURRENCES; HOWEVER, FARES SUCH AS THESE
OCCASIONALLY GET LOADED INTO THE COMPUTER
RESERVATION SYSTEMS NOT CONTROLLED BY NW BY MISTAKE.
AGENTS/CUSTOMERS SHOULD BE AWARE THAT IN THESE
CIRCUMSTANCES THEY ARE NOT ALLOWED TO TICKET AT
THESE FARES AND NW WOULD NOT HONOR FARES OF ZERO OR
NEAR ZERO. IN THE EVENT THAT ONE OF THESE FARES IS
TICKETED INADVERTENTLY, NW WILL VOID SUCH TICKET AND
MAY CHOOSE TO WAIVE, IN ITS SOLE DISCRETION, CERTAIN
RULES OR RESTRICTIONS OF EXISTING PUBLISHED FARES AS
A GESTURE OF GOOD WILL.

NW WILL NOTIFY CUSTOMERS AT THE AIRPORT AND, IF
POSSIBLE, ON BOARD AN AFFECTED AIRCRAFT, IN A
TIMELY MANNER, OF THE BEST AVAILABLE INFORMATION
REGARDING KNOWN DELAYS, CANCELLATIONS AND
DIVERSIONS. IN ADDITION, NW HAS ESTABLISHED AND
IMPLEMENTED POLICIES FOR ACCOMMODATING PASSENGERS
DELAYED OVERNIGHT. A CLEAR AND CONCISE STATEMENT
OF AIRLINES OF NW'S POLICIES IN THESE RESPECTS
WILL ALSO BE MADE AVAILABLE TO CUSTOMERS UPON
THEIR DISEMBARKING THE AIRCRAFT.
A) AIRPORT AND ON-BOARD ANNOUNCEMENTS
I) IN THE EVENT OF ANY TYPE OF A SERVICE
DISRUPTION, NW WILL MAKE TIMELY,
ACCURATE AND INFORMATIVE ANNOUNCEMENTS
AT 15 MINUTE INTERVALS. TO ENHANCE ITS
ABILITY TO ACHIEVE THIS, NW HAS FORMAL
COMMUNICATIONS PROCEDURES IN PLACE,
ENCOMPASSING ITS SYSTEMS OPERATIONS
CONTROL CENTER, MAINTENANCE, GROUND
OPERATIONS AND FLIGHT CREW, AND HAS
STANDARDIZED ANNOUNCEMENT STANDARDS.
II) ANNOUNCEMENTS WILL INCLUDE AN
APPROPRIATE APOLOGY, THE SPECIFIC REASON
FOR THE DELAY, THE EXPECTED LENGTH OF
THE DELAY AND THE STATUS OF ANY
CONNECTIONS IF APPLICABLE.
III) THE CAPTAIN WILL MAKE AN ANNOUNCEMENT ON
BOARD THE AIRCRAFT NO MORE THAN FIVE
MINUTES AFTER SCHEDULED DEPARTURE TIME
IF THE AIRCRAFT HAS NOT YET LEFT THE
GATE. THIS ANNOUNCEMENT WILL PROVIDE
SPECIFIC INFORMATION TO THE CUSTOMERS
ON-BOARD AS TO THE CAUSE OF THE DELAY