The Master MJW Thread [Archived; Merged Threads]
 

I recently had some problems with NWA's customer service. (If you are interested in the gory details read the Northwest thread re using PU-725/726 Certificates which shows up in May).

THE GOOD NEWS is that due to MJW's untiring efforts, I received a phone call from a Regional Director last week and today received 2 confirmable upgrades along with a letter of apology from MJW. I'm impressed with the effort. Thanks again.

Thank YOU, Punki. For being both patient and persistent. And
special thanks for posting to let everyone know we finally got
things worked out for you.

Where in the world is MJW
 

Also posted this on the "wish list" thread. See there for long
version. My time for FT will be a bit limited during
the next 5 days or so, but no balls will be dropped. Thanks for
your patience.

MJW: Do you have any information on the time table of the long-rumored "Wing" Alliance being implemented? Under the premise that it would happen, it makes sence to keep all flying miles in one company's account as consolidation may not be allowed afterwards. I am also holding some travel plans to allow flexibility to change flights to those within the alliance. But it's frustrating not even knowing how long the wait would be.

Hi TheAuditor.

We plan to announce the global alliance sometime this Fall.
The exact date and airline-lineup is still TBD.

That's all I can tell you. Hope it is of some help.

Help MJW!!!
 

Dear MJW:

I had sent an e-mail to Northwest Airlines Customer Care about 4 weeks ago. I remember you once saying that it normally does not take more than 1-2 weeks for a reply. Can you tell me if they have received my message, and if so, what they have done about it?

Thank you very much.

Hi.

I can try. I would need your email address and, if you remember,
which one of the departments you selected to send it to. Also, any
hints as to subject matter might help me to track it down.

MJW:

Thank you for your help. I received an e-mail today from NW Customer Service. It's great to know that the airline has employees like you, people who care about the concerns of the customer.

Thank you again for your efforts.

Sincerely,

avek00

[This message has been edited by avek00 (edited 06-25-1999).]

MJW's role on FlyerTalk
 

OK, so I've been following MJW's participation on the NWA-related threads with a mixture of delight and concern. The reason for my delight is obvious, and has been better expressed by a cast of thousands. (I exaggarate a little - so sue me.) But over time, the component of concern has like a cancer grown. (Perhaps others have felt it too.) And since according to doc we're in an abusive relationship with NWA anyway (it's a joke. really!) perhaps we can discuss this in a support group type manner?

Needless to add, there's a chance MJW feels creeped out about being second-guessed, but if we want airline reps to interact with us, it makes sense to figure out the parameters of the interaction. (There's the bit about the needs of the many trumping the needs of the few, in this case, the one. Right? Right? Agree with me, somebody!)

My concern springs from observing two kinds of interactions that I consider suspect -

a) Folks asking MJW to follow specific matters, a la "my mileage on flight 007 from Bermuda to Cape Fear on April 1, 1968 was not properly credited. Can you please look into the matter". There's the obvious danger that increased demand could force MJW to retreat from FlyerTalk.

b) Asking for major changes in FFP policies, like "you should provide free upgrade coupons for my spouse AND my girlfriend". Most of these kinds of suggesions are, IMHO, unrealistic. It isn't like the NWA folks can't think up these "improvements" by themselves.

I'm treading on thin ice here, but what makes me even more uneasy is that MJW actually takes on the responsibility of responding to some of these queries. How long can this go on?

My experience of corporations is that they are not terribly excited about giving customers access to someone as straightforward and (dare I say it?) useful as MJW. One of these days some NWA VP is going to stumble into FlyerTalk and say, "Hey, let's stop this coddling of customers. Who allowed this MJW to talk to disenchanted web surfers, anyway?" (Nerdy dudes/dudettes who clearly spend too much time at their computers to parade in testimonial ads, at that.)

So my question is - what should we _realistically_ expect from someone like MJW? Remember now, "anything that I bloody well want to say" is allowed, but not recommended :-)

A corollary - If Randy were to approach airlines about assigning reps to these bulletin boards (thereby furthering his hold over the frequent traveller) what should they expect in terms of their responsibility to the participants?

-Pushpak

Aside from noting that we might recall that MJW is a self appointed unofficial monitor, I'll reserve opinion pending some further thought and possible comment by MJW.

While MJW may not be "official", she cares about us, is thorough in her research, and is able to get things done.

I had a recent incident where I felt I had thoroughly exhausted all of my avenues of recourse (months of phone calls, letters and more phone calls that were just making me madder and madder). Then MJW came along and, bingo, I very quickly thereafter received a phone call from a NWA regional director. That phone call was followed up in short order by a letter from hers truly (MJW) and a mutually amicable solution to to the situation.

She is 100% A-OK in my book and the airlines could use a lot more like her; but you are right we can't be whining and complaining to her that we don't like the "Rules". I feel we should go to her only when we have experienced an ongoing, flagrant and deliberate misdeed. Otherwise, she will burn out on us and go away, and that would be what we deserved. http://talk.flyertalk.com/forum/smile.gif

a big http://talk.flyertalk.com/forum/smile.gif to Pushbak and Punki.

Let me say this much ... the fact that MJW is here makes me wish I was a NW FF ... unfortunately because of my location that is impractical ... but if it was a choice between NW and another airline, just the fact that I have access to MJW here if and when something went awry, that would definitely make me choose NW over any other major US airline.

You all bring up some very valid points. I too personally think that MJW is an incredible asset and greatly appreciate the assistance/comments/actions that have been taken on by her due to posts in this forum.

From what I see, It looks as though we have a wonderful asset in MJW and we are concerned about abusing her assistance and gestures to help. We must also be cognizant about potential burn-out from to many or mundane requests, or possible direction change from her senior management to alter what she has been doing.

I am eagerly awaiting to read the responses from MJW herself with regards to the points that have been brought up.

I can agree on concerns that airline reps (not only MJW) might get drowned with questions and all kinds of personal issues however on the other hand this is also where airline reps can really add value and increase customer service.
At this point I wish more airlines would recognize and participate on these website conversations. Next to that I'm confident that MJW knows exactly what she is doing and what she is gettin into.

Keep up the good work MJW.

BA Fan

[This message has been edited by BA Fan (edited 06-25-1999).]