motytrah

Was booking a long Multi-City trip. MSP-HNL/HNL-NRT/NRT-SIN/SIN-MSP ( Which turns into MSP-SEA-HNL/HNL-NRT/NRT-SIN/SIN-NRT-LAX-MSP) with upgraded F/WBC the whole way. Ran into an actual website bug that made the reservation error out at the final step. (after CC info and final confirmation. Error 154 for those playing at home).

Called nwa.com support, who had to call their support because it was a bug. Forty minutes later I was told me they did some stuff to make it bookable but I'd have to call the WP International Desk to do it. Was transfered and hung up on. Called back, talked to a really good CSR who got the whole thing done in 10 minutes. Checked out the receipt, and the $20 charge for booking over the phone is there. Sure, it's not a lot of money, but I think NW should eat it considering it was their website bug.

How much luck have people had getting the fees refunded?

ifette

I had a similar incident where I was trying to use a PK161, and after hitting "select" the price just mysteriously jumped $80. Ended up calling nwa support, and they booked it over the phone, but did not charge the phone fee. I would put in a TTU about it, they seem to be pretty good in that regard.

channa

$20 is their fee for a phone booking, it's only fair.

Similarly, you spent nearly an hour with them helping them fix their website. I think a consulting invoice is in order. I'm assuming your rate is > $20.

davetravels

Assuming that 'PT' is 'Platinum', Platinum Elites don't have to pay a 'phone surcharge'. It's one of the 'Perks' of WorldPerks 'PE' status!

SchmutzigMSP

I would have asked to have the fee waived while I was on the phone. It'll be much harder to get it refunded after the fact.

ifette

I was only gold when this happened

motytrah

Follow-Up: TTU punted the problem to the 800 number. However, I needed to call anyway because there was a typo in my wifes name (which TTU also said they couldn't handle. Irritating as email seems like the best way to correct spelling.) Quickly explained the situation CSR. Whoever was the supervisor on duty seemed to be on the ball and approved the service fee refund super quick. No push back, no hassle. Not bad for a non-elite.

ATP Pilot

I recently tried to modify an existing reservation in "My Reservations" and could not due to a website error. I used the call center and paid $15 after trying to get the fee waived. I TTUed and received my $15 back in the form of a check and 6,000 miles. It should also be noted that I waited 30 minutes with no answer on the NWA Web support line for help before finally hanging up.

motytrah

Do you remember what TTU queue you used? I have a therory that different queues go to different departments. Some are more likely/able to fix problems and offer up refunds/miles/etc.

ATP Pilot

I did "nwa.com Technical Assistance" and then I received an email saying that it had been forwarded to Customer Care.

ed1

Maybe we should start a chart of TTU success with what subject selection = what result.

motytrah

Update again. Apparently I spoke too soon. It's a few days later. The name was changed, but now the E-Ticket says "None". No new receipt as the CSR stated would happen. No $20. TTU'd to inqire on if I should be concerned about the "None" under my wife's E-Ticket and about the fee refund.

TTU punted to phones with a non-answer. I could see being a little dicey on the refund, but it would be nice to know if there's a ticket issue that has to be resolved.

NOLAnwGOLD

I recently had to book with all the nwa.com problems. I thought it was going to be waived, but when I saw the receipt it had the $10 added. I called the elite line and explained what happened, it was immediately refunded and showed up on my credit card statement the next day. Just give them a call.

motytrah

I'm actually more concerned about the E-Ticket status for my wife being listed as "None" than the refund itself.