Kim Dyer
September 18th, 2003, 01:34 AM
>>Later in the lounge
>>another pasenger was complaining to the local manager about the delay,
>>I called her over to loudly thank her and her staff for the way they
>>had handled an event that happens to all airlines.
I don't judge an airline by how they do when everything goes right. I judge
them what happens when "**** happens". So far, I'm been VERY impressed with
what I've seen from NWA over the last 10 or so years. I've had 'em come just
short of tap dancing on the ticket counter to make a reasonably polite customer
happy. (The curmudgeons aren't going to be happy no matter what ... and I've
still never seen NWA people being less than civil.) I was recently on a NWA
flight to the UK that was delayed for 5 hours due to an equipment failure. NWA
staff did everything they could within reason, including keeping us informed.
Several folks were worried about getting from London to Southampton to catch
their cruise ship, and they were assured that NWA would get them to their ship
*somehow*. (We joked about "maybe they'll helicopter you out to the ship if
it's left ... THAT would be making an entrance, wouldn't it?"). Even little
kids in the waiting area were calm while we waited, in part because the staff
made sure we knew they were not happy with the situation either, and they were
doing everything they could to help. I was on a freebie, FF ticket, and I came
out of it with a meal voucher, 4500 miles added to my account, and a $100
voucher for the next flight.
-- Kimbis
>>another pasenger was complaining to the local manager about the delay,
>>I called her over to loudly thank her and her staff for the way they
>>had handled an event that happens to all airlines.
I don't judge an airline by how they do when everything goes right. I judge
them what happens when "**** happens". So far, I'm been VERY impressed with
what I've seen from NWA over the last 10 or so years. I've had 'em come just
short of tap dancing on the ticket counter to make a reasonably polite customer
happy. (The curmudgeons aren't going to be happy no matter what ... and I've
still never seen NWA people being less than civil.) I was recently on a NWA
flight to the UK that was delayed for 5 hours due to an equipment failure. NWA
staff did everything they could within reason, including keeping us informed.
Several folks were worried about getting from London to Southampton to catch
their cruise ship, and they were assured that NWA would get them to their ship
*somehow*. (We joked about "maybe they'll helicopter you out to the ship if
it's left ... THAT would be making an entrance, wouldn't it?"). Even little
kids in the waiting area were calm while we waited, in part because the staff
made sure we knew they were not happy with the situation either, and they were
doing everything they could to help. I was on a freebie, FF ticket, and I came
out of it with a meal voucher, 4500 miles added to my account, and a $100
voucher for the next flight.
-- Kimbis