"VP's of large multinational firm shouldn't (nor have the time) to be bothered by minor issues such as availability of AS certificates. I would hope (but seriously doubt) that only major issues be escalated to them.

I'd bet their emails are filtered by an admin staff. Who wants to be bothered by trivial issues by overzealous, obsessive FF customers (the same ones I'd diagnose as highly neglected by their parents during youth)"

1. I e-mailed Beth about the certs on the suggestion of a well-respected senior NW FT member, after customer service failure to be able to handle the issue and noting there were others with the same problem. As the certs are an advertised benefit for elites, which enhance the program, it seemed a reasonable thing to do if it is customary to e-mail for this sort of thing, and I figured if she's too busy she'll just not reply -- as was the case, though it would have been nice if she'd delegated the issue for response.

2. What on earth does a desire to procure the benefits advertised in a FF program have to do with childhood neglect? If you have a citation to this theory in a psychiatry textbook, please provide it.

No, it was nothing personal, just used the AS cert as an exmaple. I along with you and others simply feel that customer service managers need to start picking up the slack if non-major issues require VP level involvement/attention.

No citations either - personal theory. Just a lot of real world experience sitting in an airplane, airport, on FT. Just kind of weird to see so many grown adults with extreme senses of entitlement, instant gratification needs, and non-objective thinking.

Cheers.

come on guys... I want to become a pen pal of Beth too...what is her email addy?

I would agree that you don't want to email Beth or any higher up unless you've gone through normal channels. I tried both the online form, and called up and talked to the elite line with no results.

Her email is [email protected]

I would hope that people wouldn't email her over petty things or when you do have a real problem, she'll be so tired of listening to Wolf stories.

It's those folks over on UA and more recently US who have the Wolf stories.

Actually, I've thought about writing to her to thank her for the comp from DL last year. NW got a couple of new platinums out of that, and we're happy with the RedTails.

Guys... and gals... Russ is the Director of WorldPerks, go through him first ... he's a good guy and does read his e-mails. IMHO Beth should be used last, as Russ has more to do with the daily goings on with the WP program ...

I received a reply from Beth. It only enforced my feelings that NW is a truly exceptional airline. She couldn't grant my request completely, but her response was so thoughtful and personal.

I have been going round-and-round with the WP line and email (as well as the FD helpdesk) since November trying to get my WP miles and status transferred to KL, per the rules of the program. It was like a Monty Python sketch and nothing was getting done.

I finally e-mailed Russ, outlined the problem, and within 24 hours had received a friendly personal response from him and an email from "one of his best guys" with my new FD number and confirmation of my balance and status at KL.

NW has got some great people.

Contrast this to KL, who I sent a request last night asking for a PIN to log in to my new FD account. I got a response back from someone this morning. He forwarded my own email back to me, adding a note to please try and help this guy.

------------------
-alan in sitges

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I just wanted to thank VATRAVELER, HOOVERER, WLDTRVLR, RADIOCYCLE, THEZIPPER, Jaimito Cartero, & VARIOUS OTHERS IN Flyertalk for their assistance, advice, and sharing of experiences.

After reading this thread in particular a couple of weeks ago, I e-mailed Beth with an issue I had and a subsequent request. Today I received an e-mail from her informing me of a complementary Gold status upgrade for the rest of the year(was based on my situation).
I would echo the words mentioned earlier though - I only referred to Beth as a last resort after going through various other modes (i.e. other agents, online e-mail, etc). She was able to specifically address my situation and was very kind and hosptiable it our communication. If you send her general requests, she will simply forward them to customer service so please dont.
Thanks Flyertalk.

First time to be a real Gold FINALLY!!!

A real Gold? Did you just say you got comped for it? I don't know if I'd say thats a real Gold, but nonetheless, congrats to you. I'm earning my the hardway, actually flying the miles. I'll have it by July 4th.

I'm curious if you could explain to us what your circumstance was? I'm a firm believe that we can all benefit from everyone's experiences, whether they are good or bad.

Congrats again HkgFlier.

Not exactly sure what I did, but glad I could be of help. I think Beth and NWA probably deserve the real praise though. She is a Class Act with a well run airline.