Hello
I'm hoping that someone in this forum who has more experience dealing with NWA customer service than I do can offer me some advice. (Apologies for the long story)
Here's the situation:
On May 24, my mom and I decided to take advantage of the 100% mileage transfer bonus so that we could both buy award tickets that were available at the time. I transferred 30K miles to her and paid $325 and she did the same. We both got printable receipts saying "Step 4 of 4/Purchase Completed" and both of our credit cards were charged. NWA said it would take 48 hours for the transferred miles and 100% bonus to show up. Indeed, 60K miles showed up in her account almost instantly but after 48 hours there was nothing in mine.
We both called NWA and she called the Worldperks Visa line to confirm her card was charged (It was). From May 26 until May 31, we both called every day to ask NWA to credit the miles to my account or to cancel the charge and let us do the transfer again. We were repeatedly told that a report had been filed and they were "looking into it." By May 31, the award ticket I had hoped to get was gone and so were tickets for similar dates. It was also the last day of the promotion and I was afraid that if the miles didn't credit by midnight on 31st, I might never get them.
I called the 1800-692-6955 number, gave them the case #, and politely explained the situation. After 20 minutes on hold, the agent told me he'd checked with a supervisor and they were still "looking into it." I asked to speak to the supervisor and after another 20 minutes she answered and told me she was working on it but had to put me on hold to check something with Worldperks Visa. After 15 minutes on hold a regular NWA reservations agent answered and told me I'd been "blind transferred" to her and while she was very sorry about my predicament, she couldn't help me or direct my call back to the supervisor I'd waited 40 minutes to talk to!
She did transfer me back to Tech Support, to a very nice man who sounded like he was at a call center in India. This guy seemed more sympathetic and told me that he could see on his screen that the transfer was completed and my mom's card had been charged and he acknowledged that it was simply a matter of crediting the miles and assured me it would be done no later than noon EST on June 1 and that I shouldn't worry about the May 31 deadline. It's now 130pm on June 1 and still no sign of my 60K miles.
Apart from being given the runaround by NWA, I also feel like we haven't gotten what we paid for--after all part of what you pay for in the $325 mileage transfer fee is the assurance that the miles will be credited within 48 hours before the award tickets you want disappear.
I would greatly appreciate it if anyone here can suggest where I should call or to whom I should write about this
Thanks a lot
spsdc
I'm hoping that someone in this forum who has more experience dealing with NWA customer service than I do can offer me some advice. (Apologies for the long story)
Here's the situation:
On May 24, my mom and I decided to take advantage of the 100% mileage transfer bonus so that we could both buy award tickets that were available at the time. I transferred 30K miles to her and paid $325 and she did the same. We both got printable receipts saying "Step 4 of 4/Purchase Completed" and both of our credit cards were charged. NWA said it would take 48 hours for the transferred miles and 100% bonus to show up. Indeed, 60K miles showed up in her account almost instantly but after 48 hours there was nothing in mine.
We both called NWA and she called the Worldperks Visa line to confirm her card was charged (It was). From May 26 until May 31, we both called every day to ask NWA to credit the miles to my account or to cancel the charge and let us do the transfer again. We were repeatedly told that a report had been filed and they were "looking into it." By May 31, the award ticket I had hoped to get was gone and so were tickets for similar dates. It was also the last day of the promotion and I was afraid that if the miles didn't credit by midnight on 31st, I might never get them.
I called the 1800-692-6955 number, gave them the case #, and politely explained the situation. After 20 minutes on hold, the agent told me he'd checked with a supervisor and they were still "looking into it." I asked to speak to the supervisor and after another 20 minutes she answered and told me she was working on it but had to put me on hold to check something with Worldperks Visa. After 15 minutes on hold a regular NWA reservations agent answered and told me I'd been "blind transferred" to her and while she was very sorry about my predicament, she couldn't help me or direct my call back to the supervisor I'd waited 40 minutes to talk to!
She did transfer me back to Tech Support, to a very nice man who sounded like he was at a call center in India. This guy seemed more sympathetic and told me that he could see on his screen that the transfer was completed and my mom's card had been charged and he acknowledged that it was simply a matter of crediting the miles and assured me it would be done no later than noon EST on June 1 and that I shouldn't worry about the May 31 deadline. It's now 130pm on June 1 and still no sign of my 60K miles.
Apart from being given the runaround by NWA, I also feel like we haven't gotten what we paid for--after all part of what you pay for in the $325 mileage transfer fee is the assurance that the miles will be credited within 48 hours before the award tickets you want disappear.
I would greatly appreciate it if anyone here can suggest where I should call or to whom I should write about this
Thanks a lot
spsdc