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reconfirming flights?
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 |
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