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Canceled / Delayed / Overbooked
COMPLAINT: Refusal to book on another flight after cancellation

 
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Old Jul 2, 2007, 3:19 PM
dancytron dancytron is offline
 
Join Date: Jul 2007
Posts: 1

NWA cancelled my flight and then refused to book me on another one. Our correspondence is below (I took out my contact info and put XXXX).

I have filed a complaint with the DOT and Missouri Atty General.

Dear Mr.XXXXXXXX,

RE: Case Number 3959570

Thank you for your email dated June 30. Your concerns have been
escalated to my attention for review and I appreciate the opportunity to
respond.

I regret the difficulties you encountered while traveling with us on
June 14. I can certainly understand your frustration with not being put
on another carrier so that you could complete your trip in a timely
manner.

Please allow me to explain that American Airlines is an offline carrier.
this means that they are not affiliated with Northwest in any way.
Therefore, we will not reaccommodate passengers in the First Class cabin
on their flights. We will, however, sometimes rebook passengers in the
economy section of their aircraft, if the original Northwest flight was
delayed/cancelled due to a controllable situation.

In addition, we do not have the resources to research the flights that
you are requesting. I am sorry for your disappointment. While I realize
the inconvenience this situation caused you, there is nothing further
that we can do for you.

Again, thank you for writing, Mr. XXXXX. We are grateful for your
patronage and hope that your future travels will include Northwest and
our SkyTeam partners.

Sincerely,

Paula M. Harris
Supervisor, Customer Care
Northwest/KLM Airlines



Original Message Follows:
-------------------------

Amy,

Your agent seemed perfectly willing to book a flight on American if it
was
not first class and said so.

Please provide a list of flights delayed and cancelled on the two days
before, which were caused by weather, and explain in detail which of
these
flight delays and cancellations caused my flight to be cancelled so that
I
may match these against actual online weather records from the National
Weather Service and flight delay records from the FAA to see if you are
telling the truth. You may use initials or some sort of number scheme
to
identify flight crews to avoid privacy issues.

You should send this to legal.

Dan




-----Original Message-----
From: Northwest Airlines [mailto:[email protected]]
Sent: Saturday, June 30, 2007 10:51 AM
To: Dan XXXXXXX
Subject: Re: FW: ET-View NWA Itineraries Your case number 3959570
(KMM12252506V18601L0KM)


Dear Mr. XXXXXXX

RE: Case Number 3959570

Thank you for your additional comments. I was sorry to learn that my
first response was not satisfactory. Please be assured that we take our
customers comments very seriously and we appreciate the opportunity to
respond to your continued concerns.

Mr. XXXXX my explanation regarding the cancellation of your flight was
lack of crew. The weather issues and air traffic issues impacted our
flight crews hours of service. The weather issues occurred prior to your
flight, however, they impacted many flights due to Federal Air
Regulations, as well as our internal policies, stipulate the maximum
time crews can be on duty in any 24-hour period. In addition, we must
comply with Federal Aviation Administration (FAA) requirements which
define the minimum number of cabin attendants necessary before a flight
can depart. We schedule our flights to meet these requirements.

On occasion, though, a crew member may be delayed on an inbound flight,
may become ill, or may be delayed due to required rest periods between
flights. Although we maintain a pool of stand-by crews for such
eventualities, a reserve crew member is not always available. While I
realize you were inconvenienced, we really had no other choice in this
matter.

In all cases, we will make every effort to confirm passengers on our
next available flight, which was what occurred. If a customer chooses
to make alternate travel arrangements, we will refund any unused
airfare. Additional costs remain the responsibility of the passenger.

Our online carriers that we have agreements with are our Skyteam
Partners, to include, Delta Air Lines and Continental. American is not
an online carrier. I am sorry that our agent did not explain that to you
when you requested to be placed on the American Airlines flight.

Thank you again for your additional comments, Mr. XXXXX. While I
acknowledge your disappointment, I truly hope you allow Northwest a
future opportunity to demonstrate that were are capable of serving you
well.

Sincerely,

Amy Houston
Customer Care
Northwest/KLM Airlines

NW/KL Customer Care Form:

Title:
XXXXXXXXXXXX
Street Address 1:
Street Address 2:
City:
State/Province:
Zip/Postal Code:
Country:
Flight Date:
Flight Number:
Origin City:
Destination City:
Ticket Number:
Confirmation Number:
====================


Original Message Follows:
-------------------------

Amy,

I found the exact provision on NWA.com.

SCHEDULE IRREGULARITY
1) WHEN A PASSENGER WILL BE DELAYED BECAUSE OF A
SCHEDULE IRREGULARITY INVOLVING A NW FLIGHT, OR NW
CANCELS THE PASSENGER'S RESERVATION PURSUANT TO
RULE 135 (CANCELLATION OF RESERVATIONS),
PARAGRAPHS A) OR D), THE FOLLOWING WILL APPLY:
A) WHERE NW CAUSES SUCH DELAY OR, IN THE CASE OF
A MISCONNECTION WHERE NW WAS THE ORIGINAL
RECEIVING CARRIER, NW WILL TRANSPORT THE
PASSENGER WITHOUT STOPOVER ON ITS NEXT FLIGHT
ON WHICH SPACE IS AVAILABLE IN THE SAME CLASS
OF SERVICE AS THE PASSENGER'S ORIGINAL
OUTBOUND FLIGHT AT NO ADDITIONAL COST TO THE
PASSENGER.
B) WHEN NW CAUSES SUCH DELAY OR, IN THE CASE OF
A MISCONNECTION TO NW BY THE ORIGINAL
RECEIVING CARRIER WHERE NW IS UNABLE TO
PROVIDE ONWARD TRANSPORTATION ACCEPTABLE TO
THE PASSENGER, NW WILL, WITH CONCURRENCE OF
THE PASSENGER, ARRANGE FOR THE
TRANSPORTATION ON ANOTHER CARRIER OR
COMBINATION OF CARRIERS WITH WHICH NW HAS
AGREEMENTS FOR SUCH TRANSPORTATION. THE
PASSENGER WILL BE TRANSPORTED WITHOUT
STOPOVER ON ITS/THEIR NEXT FLIGHT(S), IN
THE SAME CLASS OF SERVICE AS THE PASSENGER'S
ORIGINAL OUTBOUND FLIGHT AT NO ADDITIONAL
COST TO THE PASSENGER.
C) IF SPACE IS ONLY AVAILABLE ON A FLIGHT(S) OF
A HIGHER CLASS OF SERVICE, SUCH FLIGHT(S)
WILL BE USED, ONLINE AND WITH NO UNTICKETED
STOPOVER PERMITTED, AT NO ADDITIONAL COST TO
THE PASSENGER.
D) IF SPACE IS ONLY AVAILABLE AND USED ON A NW
FLIGHT(S) OF A LOWER CLASS OF SERVICE THAT
IS ACCEPTABLE TO THE PASSENGER NW WILL
PROVIDE A REFUND OF THE DIFFERENCE IN FARES
PURSUANT TO RULE 260 (REFUNDS-INVOLUNTARY).
E) IF NW IS UNABLE TO ARRANGE ALTERNATE AIR
TRANSPORTATION ACCEPTABLE TO THE PASSENGER,
NW SHALL REFUND THE FLIGHT COUPON(S) FOR THE
UNFLOWN PORTION(S) IN ACCORDANCE WITH RULE
260 (REFUNDS-INVOLUNTARY).
F) SCHEDULE IRREGULARITY DOES NOT INCLUDE FORCE
MAJEURE EVENTS AS DEFINED IN PARA. G).

Page 107 and 108 http://www.nwa.com/plan/contract2.pdf (using adobe page
numbers)(emphasis added)

I demanded that Chad book me on a flight that I found and he refused to
do
so because it required that part of the trip be in first class. He
violated
your tarriff/contract and therefore you lose your protection from
liability
under the tarriff.

Dan


-----Original Message-----
From: XXXXXXXXXX
Sent: Friday, June 29, 2007 5:00 PM
To: Northwest Airlines
Subject: RE: ET-View NWA Itineraries (KMM12011118V22376L0KM) Your case
number 3959570


Dear Amy,

I attempted to call the number below and got a message that said "due to
call volume, no calls are being answered" or something to that effect.
I
tried several times.

You did not read my complaint. My complaint is not that you cancelled
my
flight because of a lack of a flight crew. My complaint is that you
refused
to book me on another airline in order to continue my journey because
you
thought that the ticket was too expensive. This is a violation of Rule
240
(which I dilgently searched for on your website and was unable to find
the
actual tariff, but there were several references to it).

I do not want your frequent flyer miles. I do not fly Northwest
voluntarily, even if it is free.

To make matters clear. I demand a cash payment of $300 to settle this
matter. Acceptance of this offer of settlement must be received by me
in 13
business days or this settlement offer is revoked.

Your attempt to blame the weather is disigenious and an attempt to avoid
the
application of Rule 240. There were no major weather events the day of
the
cancellation or major flight delays anyhere to my knowledge. There was
a
front running through the Dakota's and Nebraska, but flights would have
easily gone around that.

The flight was cancelled more than a day before it was scheduled to
depart.
No mention of weather was given as the reason for cancellation of the
flight
either in the message I received from Northwest cancelling the flight or
when I talked to Chad at Eden Prairie to attempt to rebook. I stated
several times to Chad "This is not because of weather" and he never
disagreed with me. We both know that this flight was chosen to be
cancelled
because it was less profitable than others and limited flight crews were
available, not because of the weather.

I was ready to let this go, but your statement about the weather being
responsible changed my mind. I was a trial lawyer for 8 years and
therefore
do not have to be pushed around. I will file suit over this and will
demand
a jury trial so that your legal fees will no doubt be in excess of
$10,000.
Your intentional misrepresentation about the weather was the deciding
factor
and will not make a court happy. I will also run it by a buddy of mine
to
see if he thinks there is class action potential and file a complaint
with
the Attorney General's Office.

At first Chad stated there were no available flights. Then, when I told
him
that American had an available flight, he said he could not book me on
that
one because it involved booking me in first class. His exact words
were,
"I've never booked a higher level of service on a bump." This is in
violation of your responsibilities and I am entitled to compensation.

Do not offer me a voucher for free airfare or frequent flyer miles
again.
Do not send me another form response without reading my actual
complaint.
If you contend that your tariff does not cover this situation, then
provide
me with full text supporting your position (including Rule 240 from your
tariff), do not refer me to your website.

I'd send this to legal if I were you.

Dan XXXXXXXXX

-----Original Message-----
From: Northwest Airlines [mailto:[email protected]]
Sent: Friday, June 29, 2007 2:30 PM
To: Dan XXXXXXXXx
Subject: Re: ET-View NWA Itineraries (KMM12011118V22376L0KM)


Dear Mr. XXXXX,

RE: Case Number 3959570

In your recent email, you alerted us to your concerns regarding a
disruption in your travel plans. Your feedback is important to us and
we thank you for taking the time to write. On behalf of Northwest
Airlines and our affiliate carriers, we regret the inconvenience caused
when your flight plans were disrupted due to crew shortages.

In recent weeks, severe weather impacted air service across the East
Coast and Midwest for a number of airlines, including Northwest. As a
result, the weather and related air traffic control restrictions
disrupted scheduled operations, causing increased crew duty time and
often, the inability to immediately position aircraft and crews as
needed. As we continue to recover from these events, we apologize for
your inconvenience. We will continue to do all that is possible to
minimize any disruptions to our customers.

In all cases, we will make every effort to confirm passengers on our
next available flight. Any additional transportation costs remain the
responsibility of the passenger.

In addition, we regret any disappointment with your recent experience
and I understand why you wanted to share your concerns. Allow me to
provide some background information that may help to clarify overbooking
procedures and Denied Boarding Compensation (DBC). Overbooking is not
illegal and most airlines overbook their scheduled flights in order to
compensate for "no show" passengers. In theory, no flight should
experience an oversale because the inventory management principle used
for overbooking is based on extensive flight histories and statistical
analyses. For the most part, our analysts are "right on the mark" when
it comes to predicting how many seats will actually be filled on a given
flight. We are sorry that our projection was not accurate in this case.

If a flight is oversold (more passengers hold confirmed reservations
than there are seats available), no passenger may be denied boarding
against their will until our representative first asks for volunteers
who are willing to give up their confirmed seats in exchange for a
payment of Northwests choosing. If there are not enough volunteers,
passengers who are involuntarily denied boarding will be compensated in
accordance with the provisions listed in Northwests Contract of
Carriage.

Denied Boarding Compensation is essentially a payment for the
passenger's inconvenience. Like all policies, however, there are a few
conditions associated with the payment.

- The passenger must have held confirmed reserved space on the flight.
- Passenger must have fully complied with Northwest's check-in
requirements.
- The Northwest flight for which the passenger held confirmed reserved
space must have been unable to accommodate the passenger.
- A passenger is not eligible for DBC if the flight is unable to
accommodate them because of substitution of equipment of lesser capacity
due to operational or safety reasons.

When an offer of involuntary compensation is made by Northwest and
accepted by the passenger, such payment will constitute full
compensation for all actual or anticipatory damages incurred, or to be
incurred, by the passenger as a result of Northwest's failure to provide
the passenger's confirmed reserved space. For additional information, a
complete copy of our Contract of Carriage can be located on our website
at www.nwa.com.

Department of Transportation regulations governing overbookings are very
specific. DBC has been established to help offset any incidental
expenses or inconvenience resulting from being denied boarding. As
such, it constitutes our maximum liability in these instances.

If you have additional questions, please let me know. A complete copy
of our Contract of Carriage can be located on our website at
www.nwa.com.

Please know we value you as a customer, and for that reason we have
added 9500 WorldPerks bonus miles to your account. You may visit our
website at www.nwa.com/freqfly/ to verify these miles have been posted.
Please allow 3 business days for miles to appear.

As our customer, Mr.XXXXXXX, you are in the best position to point out
areas that need attention. Please know that we work very hard to
operate every flight as scheduled. Your business is important to us and
given the opportunity of serving you in the future, I am confident we
will meet your expectations.

Sincerely,

Amy Houston
Customer Care
Northwest/KLM Airlines


NW/KL Customer Care Form:

Title:
XXXXXXXXXXX
Alternate Email Address:
WorldPerks Number: 503162704
Street Address 1:
Street Address 2:
City:
State/Province:
Zip/Postal Code:
Country:
Flight Date:
Flight Number:
Origin City:
Destination City:
Ticket Number:
Confirmation Number:
====================

Previous Reply Follows:
-------------------------

Dear XXXXXXXX,

Thank you for contacting nwa.com Customer Service.

So that your concerns can receive the internal attention they deserve, I
have asked my colleagues in Customer Care to review your correspondence
and reply to you directly. Please allow thirteen business days for a
reply. If you have additional questions, you are welcome to contact them
at www.nwa.com/talk.

Or if you prefer, you may contact them at:

Northwest Airlines, Inc.
Customer Care
P.O. Box 1908
Minot, ND 58702
701-420-6282 Phone
651-367-8459 Fax

Again, thank you for writing. We appreciate your patience as Customer
Care reviews your concerns.

Sincerely,

Karl
nwa.com Customer Service


Original Message Follows:
-------------------------

NW/KL nwa.com Online Support Form:
Title:
XXXXXXXXXXXXXXXXX
========
Message:
My flight, NW flight Date: Thursday, June 14 Flight: NW 1677 was
cancelled due to lack of flight crew. I was automatically rebooked on a
flight leaving at 7:00 am Friday morning.
I called reservations. I asked to be put on American Flight 4458 to
Chicago, then flight 1242 to St. Louis. I checked this flight and it
was available, although the St. Louis to Chicago was a first class seat.
I spoke with supervisor Chad at Eden Prairie, # 2170. He specifically
refused to put me on this flight because there was a first class ticket
involved.
I believe this is a violation of Rule 240 and I am entitled to at the
very least the $300 I would have gotten if I was involuntarily bumped.
I will incur at least $250 in additional costs because of this, which I
probably can't pass on to my customer (hotel, car, meals). I will also
lose 1/2 of work out of this (my employer bills my time at $1400 per
day).
He did offer an earlier flight, but that was not an option because of
work responsibilities.
Please respond to XXXXXXXXXXX
========
Submitted: 06/14/2007 00:25:32
Form Navigation:
Field1: Current Reservation
Field2: View NWA Itineraries
) Northwest Airlines 2006


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  #2  
Old Aug 8, 2007, 2:16 AM
pattis pattis is offline
Airline Employee (NOT OFFICIAL REP)
 
Join Date: Aug 2007
Location: U.S.
Posts: 147

I read this post from Dancytron and all I can say is this.....Buddy, you have waaay too much time on your hands. This is so pathetic, it is actually comical. Big deal, it happens, get over it. Put on your big boy pants, and remember this. Super heros are not flying with you any more. Act like a man not a spoiled child.
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