The Master MJW Thread [Archived; Merged Threads]
Jul 1, 1999 | 9:53 am
#31
Join Date: Jun 1999
Location: Somewhere
Posts: 1,245
An Open Letter to MJW
MJW, I really appreciate your presence here.
I think that WP is a world class program,
I've been a member for seven years, and elite
for most part. I'm reaching the million mile
mark in my account and I think that speaks
alot about my loyalty to the program.
I just wanted to highlight some of my main
concerns to you, so that you may pass this
feedback to others in your group.
(1) NW Flight cancellations and delays (excluding weather related delays)
are becoming far too frequent these days. They avg. about 1 in 3 for me. The flight
cancellations are what bothers me the most
they avg about 1 in 6. NW does an excellent
job in protecting me, but it stills
increases my stress level having to run from
one terminal to another to catch a flight
on a different airline.
(2) After the merger of the award levels
with Continental my favorite reward with
NW (business class to Asia during off-peak
periods) increased dramatically to become
the same, just like any other program.
It makes me take a second look at other
programs like United.
WP has lost some of its edge it used to have
over other programs, because of this.
(3) Upgrades have become _very_ difficult
after the merger with OnePass (even on
Y26 Fares).
(4) Your tightly protected hubs are a major
inconvenience to work with. Pls. consider
flying direct on high vol. routes like (BOS to SFO).
(5) I love the new regional jets !!!
(6) Also I haven't had the time to personally
write a letter to a NW Emp. working at the checkin counter at CVG. Her name is Sandy and
her supervisors name is Larry Anderson. She
is truly the best NW emp, I have ever come
across. A real credit to your
organization. She has the patience of a
saint. Pls. tell her that many of us really
really appreciate her efforts (and yours as well).
I think that WP is a world class program,
I've been a member for seven years, and elite
for most part. I'm reaching the million mile
mark in my account and I think that speaks
alot about my loyalty to the program.
I just wanted to highlight some of my main
concerns to you, so that you may pass this
feedback to others in your group.
(1) NW Flight cancellations and delays (excluding weather related delays)
are becoming far too frequent these days. They avg. about 1 in 3 for me. The flight
cancellations are what bothers me the most
they avg about 1 in 6. NW does an excellent
job in protecting me, but it stills
increases my stress level having to run from
one terminal to another to catch a flight
on a different airline.
(2) After the merger of the award levels
with Continental my favorite reward with
NW (business class to Asia during off-peak
periods) increased dramatically to become
the same, just like any other program.
It makes me take a second look at other
programs like United.
WP has lost some of its edge it used to have
over other programs, because of this.
(3) Upgrades have become _very_ difficult
after the merger with OnePass (even on
Y26 Fares).
(4) Your tightly protected hubs are a major
inconvenience to work with. Pls. consider
flying direct on high vol. routes like (BOS to SFO).
(5) I love the new regional jets !!!
(6) Also I haven't had the time to personally
write a letter to a NW Emp. working at the checkin counter at CVG. Her name is Sandy and
her supervisors name is Larry Anderson. She
is truly the best NW emp, I have ever come
across. A real credit to your
organization. She has the patience of a
saint. Pls. tell her that many of us really
really appreciate her efforts (and yours as well).
Jul 1, 1999 | 10:25 am
#32
A FlyerTalk Posting Legend
Join Date: May 1999
Posts: 46,817
Thanks for the post sunil and welcome! Good points, especially #2, for me personally!
That reminds me MJW. I'd sent a letter to WorldClubs for the Worldclub at Detroit (can't recall the specific one off hand right now) but it was just to thank them for the great service they had provided for us. They brought out a bagel and creme cheese especially for my son (it was late) and they rushed us our Passports etc., just in time to catch a Europen flight, to AMS as I recall, while we waited nervously at the gate! All this was of course my fault since I had left it on the Table at the Worldclub! They fixed it and the letter was apparently never received or posted. After a few times asking if they'd received it, I became a little embarrased and forgot to follow up with another letter/copy. In summary, they were great and saved us considerable aggravation! Thanks!
[This message has been edited by doc (edited 07-01-1999).]
That reminds me MJW. I'd sent a letter to WorldClubs for the Worldclub at Detroit (can't recall the specific one off hand right now) but it was just to thank them for the great service they had provided for us. They brought out a bagel and creme cheese especially for my son (it was late) and they rushed us our Passports etc., just in time to catch a Europen flight, to AMS as I recall, while we waited nervously at the gate! All this was of course my fault since I had left it on the Table at the Worldclub! They fixed it and the letter was apparently never received or posted. After a few times asking if they'd received it, I became a little embarrased and forgot to follow up with another letter/copy. In summary, they were great and saved us considerable aggravation! Thanks!
[This message has been edited by doc (edited 07-01-1999).]
Jul 2, 1999 | 9:34 am
#33
Join Date: Apr 1999
Location: Eagan, MN USA
Posts: 175
Thank you, sunil, for your nice words about WorldPerks!
1) I hope this is an area that you have/will see continued improvement.
Northwest was #1 in on-time arrivals for the month of April and I am
anxiously awaiting the posting of the May results. The best frequent
flyer program in the world does no good at all if the airline doesn't
have its operational act together. Operations management
is committed to continued improvement in this area.
2) Yes, we did review all award levels before the launch of
the new program and adjusted them to be competetive. Some
went down, some went up. I'm sorry your favorite award is one
went up. If the competetive situation warrants, we would
always be open to reviewing an award level again.
3) The upgrade benefit is of great importance to our
members...we know this. We definitely want to know if
members feel those benefits are eroding in some way. Any
further information you can provide would be helpful (how about
your initials and the first 3 digits of your WP number). I'll review
your account and see if there are some specific routes we
should be concerned about.
4) The TCON product is quite different from the connect product.
I don't think NW wants to compete in that arena...it doesn't play
to our strengths.
5) Glad you like RJs! They are great, aren't they!
6) I sent your compliment to Larry in CVG to pass along to Sandy.
I'm sure she will be thrilled...thank you very much!
Hello doc! Thanks for sharing the DTW WorldClubs story.
I passed it along to the WorldClubs department manager
here in MSP who will be able to pass along your compliments to
the staff in DTW. Thanks, doc!
1) I hope this is an area that you have/will see continued improvement.
Northwest was #1 in on-time arrivals for the month of April and I am
anxiously awaiting the posting of the May results. The best frequent
flyer program in the world does no good at all if the airline doesn't
have its operational act together. Operations management
is committed to continued improvement in this area.
2) Yes, we did review all award levels before the launch of
the new program and adjusted them to be competetive. Some
went down, some went up. I'm sorry your favorite award is one
went up. If the competetive situation warrants, we would
always be open to reviewing an award level again.
3) The upgrade benefit is of great importance to our
members...we know this. We definitely want to know if
members feel those benefits are eroding in some way. Any
further information you can provide would be helpful (how about
your initials and the first 3 digits of your WP number). I'll review
your account and see if there are some specific routes we
should be concerned about.
4) The TCON product is quite different from the connect product.
I don't think NW wants to compete in that arena...it doesn't play
to our strengths.
5) Glad you like RJs! They are great, aren't they!
6) I sent your compliment to Larry in CVG to pass along to Sandy.
I'm sure she will be thrilled...thank you very much!
Hello doc! Thanks for sharing the DTW WorldClubs story.
I passed it along to the WorldClubs department manager
here in MSP who will be able to pass along your compliments to
the staff in DTW. Thanks, doc!
Jul 2, 1999 | 10:27 am
#34
A FlyerTalk Posting Legend
Join Date: May 1999
Posts: 46,817
You're surely welcome. Thank you for passing it along!
Jul 2, 1999 | 10:55 am
#35
Join Date: Jun 1999
Location: NJ
Posts: 131
It is obvious to any who read this board what a wonderful addition MJW is!
Jul 3, 1999 | 8:51 pm
#36
Original Member
Join Date: May 1998
Location: Bloomington,IL USA
Posts: 223
Since we're handing out kudos - mine go to Danielle Uthe - an agent in the RIC airport - I was there last week on Thursday night - a real nightmare - but NW eventually got us out. Danielle was my ticket agent as well as the gate agent - her cheerful spirits and courteous manner were much appreciated during a very stressful time. Pls pass along my thanks, if possible.
EMD
EMD
Jul 6, 1999 | 2:39 pm
#37
Join Date: Apr 1999
Location: Eagan, MN USA
Posts: 175
EMD - Thank you! I have passed your comment along to
Danielle's supervisor.
Danielle's supervisor.
Jul 7, 1999 | 4:42 pm
#38
Commander Catcop
Join Date: May 1998
Posts: 10,259
IMPORTANT MESSAGE FOR MJW
Hellow MJW...
PLEASE GO TO OMNI BOARD FOR AN IMPORTANT MESSAGE ADDRESSED TO YOU!
THE TOPIC TITLE IS: EARLY SUMMER OMNI AWARDS.
THANK YOU AND HAVE A MEOWY DAY!!!
CATMAN
Mark Blanchard
(Sorry I am not a Worldperks Member!
------------------
MEOW! MEOW! MEOW!!!
PLEASE GO TO OMNI BOARD FOR AN IMPORTANT MESSAGE ADDRESSED TO YOU!
THE TOPIC TITLE IS: EARLY SUMMER OMNI AWARDS.
THANK YOU AND HAVE A MEOWY DAY!!!
CATMAN
Mark Blanchard
(Sorry I am not a Worldperks Member!
------------------
MEOW! MEOW! MEOW!!!
Jul 7, 1999 | 6:20 pm
#39
Original Member
Join Date: May 1998
Location: CH-3823 Wengen Switzerland
Programs: miles&more, MileagePlus
Posts: 27,043
Adam Burke from Hilton HHonors and MJW (Mary Joe) with Northwest Airlines, are both being honored for not just "lurking/reading" but taking action in the joint interest of us FlyerTalkers (and customers) and their companies (Northweast and Hilton.)
http://talk.flyertalk.com/forum/Foru...ML/000070.html
http://talk.flyertalk.com/forum/Foru...ML/000070.html
Jul 8, 1999 | 1:17 am
#40
A FlyerTalk Posting Legend
Join Date: May 1999
Posts: 46,817
Congratulations MJW! You mean not a Worldperks member yet, don't you Catman!
[This message has been edited by doc (edited 07-08-1999).]
[This message has been edited by doc (edited 07-08-1999).]
Jul 8, 1999 | 4:17 pm
#41
Join Date: Apr 1999
Location: Eagan, MN USA
Posts: 175
FlyerTalkers, I am deeply honored and totally embarrassed!
I feel that I am just doing my job and that NWA benefits from
all your comments and feedback. I accept the compliment in
the spirit in which it was offered (even though I told doc
my upbringing makes it difficult!)
I feel that I am just doing my job and that NWA benefits from
all your comments and feedback. I accept the compliment in
the spirit in which it was offered (even though I told doc
my upbringing makes it difficult!)
Jul 8, 1999 | 6:21 pm
#42
A FlyerTalk Posting Legend
Join Date: May 1999
Posts: 46,817
Your comments ring true! It's your chosen job and NWA benefits. More importantly, the award is so well deserved!
Jul 9, 1999 | 5:55 am
#43
Join Date: Apr 1999
Location: SFO
Programs: UA Million Miler (mostly earned on CO)
Posts: 2,599
MJW: There's "doing your job" and then there "doing your job," if you know what I mean.
Thanks for going the extra mile on this board. If all the employees had your attitude, we'd be fighting to get seats on NW!
Thanks for going the extra mile on this board. If all the employees had your attitude, we'd be fighting to get seats on NW!
Jul 20, 1999 | 1:15 am
#44
Original Member
Join Date: May 1998
Location: CH-3823 Wengen Switzerland
Programs: miles&more, MileagePlus
Posts: 27,043
MJW wrote on Thu, 8 Jul 1999 18:20:20 -0700
MJW's boss wrote on Mon, 12 Jul 1999 16:02:49 -0700
MJW's boss wrote on Mon, 19 Jul 1999 11:34:57 -0700
MJW wrote on Mon, 19 Jul 1999 12:07:08 -0700
[This message has been edited by Rudi (edited 07-20-1999).]
Hello Rudi!
You are all too kind!
I can't accept any gift (other than friendly email, which I love to recieve!).
MJW
You are all too kind!
I can't accept any gift (other than friendly email, which I love to recieve!).
MJW
Hello Rudi,
Please allow me to introduce myself. My name is NNNNNNN, and I am the manager of WorldPerks Marketing at Northwest - and more to the point, I'm MJW's manager. I was just reading thru some FlyerTalk threads and came across the OMNI award you gave her. Thank you very much for your kind words! MJW is one of our stars here in WorldPerks, and it's really nice to hear accolades about her from people outside our department and company. We've all appreciated her participation on FlyerTalk, and we've gained quite a bit of insight into what's on the minds of our frequent flyers because of her. I have to admit I was nervous when she first mentioned that she wanted to become an active participant on FlyerTalk - I was afraid she'd be innundated with individual requests that she couldn't possibly handle - but I think she's done a masterful job of responding to the issues on customers' minds while not getting totally drowned in individual details. And the result has been that we've all benefited, both the participants and Northwest. We're very glad she wanted to take this on!
I asked MJ if she'd responded to you yet, and found out that she'd told you she couldn't accept any prize. Please ignore that statement, and send it to her anyway! Or, if you would be willing to forward the prize to me, I would love to present it to her at one of our upcoming department staff meetings. It would give me another opportunity to recognize her good workin front of her peers and our bosses.
You can send it to either MJW or myself at: Address
Thank you Rudi!
NNNNN
Please allow me to introduce myself. My name is NNNNNNN, and I am the manager of WorldPerks Marketing at Northwest - and more to the point, I'm MJW's manager. I was just reading thru some FlyerTalk threads and came across the OMNI award you gave her. Thank you very much for your kind words! MJW is one of our stars here in WorldPerks, and it's really nice to hear accolades about her from people outside our department and company. We've all appreciated her participation on FlyerTalk, and we've gained quite a bit of insight into what's on the minds of our frequent flyers because of her. I have to admit I was nervous when she first mentioned that she wanted to become an active participant on FlyerTalk - I was afraid she'd be innundated with individual requests that she couldn't possibly handle - but I think she's done a masterful job of responding to the issues on customers' minds while not getting totally drowned in individual details. And the result has been that we've all benefited, both the participants and Northwest. We're very glad she wanted to take this on!
I asked MJ if she'd responded to you yet, and found out that she'd told you she couldn't accept any prize. Please ignore that statement, and send it to her anyway! Or, if you would be willing to forward the prize to me, I would love to present it to her at one of our upcoming department staff meetings. It would give me another opportunity to recognize her good workin front of her peers and our bosses.
You can send it to either MJW or myself at: Address
Thank you Rudi!
NNNNN
MJW's boss wrote on Mon, 19 Jul 1999 11:34:57 -0700
Hello Rudi The package DID arrive on Thursday, and I presented it to MJW this morning in our staff meeting. She was thrilled (and we all enjoyed the treats!). Thank you very much!
NNNNN
NNNNN
Hello Rudi!
You and NNNNNNNNNN are sneaky...in the nicest possible way! The Swiss goodies that you sent are most appreciated and very tasty.
Thank you so much.
Warm regards,
MJW
You and NNNNNNNNNN are sneaky...in the nicest possible way! The Swiss goodies that you sent are most appreciated and very tasty.
Thank you so much.
Warm regards,
MJW
Jul 20, 1999 | 1:12 pm
#45
Commander Catcop
Join Date: May 1998
Posts: 10,259
MJW... one of the purposes of the OMNI award is to put people in the spotlight who have made the world of Flyertalk even mroe special .
You (and HHONORS' Adam Burke) certainly have done it by taking the time to CARE (and that really hit me in my heart.. YOU CARE about us getting an upgrade, getting our proper credits, getting the best service on Northwest.)
I am so sorry that I don't fly Northwest (although kudos for your linkup with CO, that could be feasable for me if I go to Asia.)
I have to fly N-W eventually.
But you are so sweet... you have received the appropriate prize.
So enjoy and please keep on posting.
(FYI: If you read the INside Flyer article on Flyertalk, you get mentioned as a "guardian angel" on F-T... and I say long may you fly!)
You (and HHONORS' Adam Burke) certainly have done it by taking the time to CARE (and that really hit me in my heart.. YOU CARE about us getting an upgrade, getting our proper credits, getting the best service on Northwest.)
I am so sorry that I don't fly Northwest (although kudos for your linkup with CO, that could be feasable for me if I go to Asia.)
I have to fly N-W eventually.
But you are so sweet... you have received the appropriate prize.
So enjoy and please keep on posting.
(FYI: If you read the INside Flyer article on Flyertalk, you get mentioned as a "guardian angel" on F-T... and I say long may you fly!)