Northwest Airlines agent drops ball
I made reservations for my son(college)to come home from Minneapolis to Midland, Michigan for Thanksgiving break (Nov.20th out-Nov.25th back)and was given a nonstop(I thought) for $181.00.
By chance, I called the next day to confirm the reservation and was told first that he was flying to Rapid City, Iowa. After a moment of panic, I asked for a supervisor(Mr. Greg Bertram) and was told the agent who originally made the reservations would never make that kind of mistake, and the supervisor was not authorized to give me the quoted price. So, I get the number for customer service,(Denise Olson) but it seems that there is this 'Great Computer in the Sky' who isn't available to make the mistakes of its employee's right for the customer.
I only want what I thought I was buying. The agent dropped the ball, not I. I know this because we talked several minutes about that nonstop from Minneapolis to Midland, Mi. as my daughter and I had flown it this summer as a connecting flight from Anchorage, Alaska.
I'm not happy with Northwest...it seems to me that they would honor this to keep a consumer happy.
1 Updates & Rebuttals
John
Minneapolis,Minnesota,
NWA Agent drops ball
#2Consumer Comment
Sat, March 09, 2002
As a frequent flyer to Northwest for many years, dealing with them has been pretty good. Yes, Reservation agents can make mistakes, like anyone, but most errors can be fixed. If they believe that they were in the wrong, they will surely do there best to make things correct in a fair manner.
Northwest does have what is called a customer first policy that allows you to cancel your reservation by the next night, midnight central time, and get a full refund......and in some cases even a much longer time than that, but it may be up to a supervisor's approval. You should have been given a full refund on the ticket if you did not want it, or if was wrong, since you called back the next day after making the reservation.
As far as honoring the lower fare for Minneapolis to Midland, MI instead of Minneapolis to Rapid city, is just a little too unrealistic.
I'm sure that Northwest would have refunded their mistake in the timeframe that you called them back at, but honoring the lower fare is ridiculous. If this were the case, everybody and their brother would make a reservation from Minneapolis to Chicago for $50.00 and then call the airline the next day claiming that the reservation agent goofed and that they were supposed to fly Minneapolis to Cancun instead for $50.00. It's impossible to honor something that can be easily faked as this. I am sure Northwest, after this mistake, would give you the correct price for the applicable flights you chose......just trying to give a fair perspective.
p.s. I am sure most all airlines have this same policy, as well.