Last week I flew to NY to visit my bf for his 30th birthday. I was supposed to fly NW airlines from Spokane to Laguardia. I made it to Minneapolis, got on the plane and was taxiing out to the runway when they said there was a weather delay. Eventually, they ended up going back to the gate, letting us off the plane, and then cancelled the flight!
When Northwest Airlines cancels a flight every employee seems to disappear and mass chaos ensues. Then they wheel out the "re-booking cart" (this should be your first clue to never fly with NW they cancel flights so often they have a special cart). The "re-booking cart" has several phones on it so that you can call their 800 number and get you new departure time. Or, if you have a phone you can call the 800 number yourself. Thing is, when you call the number they say there will be a 5-10 min. wait which really equals 25 minutes. There are approximately 10 annoying questions they ask through an automated system each time you call the number, so if you hang up you are screwed and have to go through all of that again.
When I finally got a real person on the phone she said that they could get me out on a flight at 7am with 2 connections I should reach NY by 6pm. Ummm......does that sound like BS to anyone else? Or...I could take a flight that leaves around 2 with 1 connection and get into NY around 9pm. Hello...I was supposed to be in NY by 5pm today not tomorrow. And...because the cancellation was "weather related" they don't have to give you a room or anything. You are basically up Sh%$ creek. I asked about having the trip declared a "travel in vain" and just heading back to Spokane, but Northwest said they couldn't guarantee that I would get my money back.
I called the BF and he got online and was able to find a flight with Airtran that would take me to Atlanta and then Newark arriving at 1am (that sure beats Northwests 6pm). So I tell him to reserve me a spot on that flight. I retrieved my luggage from NW and headed over to the other terminal that housed Airtran. I was able to book the flight for $144 and was on my way! Yipee. When I got to Atlanta there was a weather delay, so I didn't get to Newark until 4am. But, that was still a lot better than Northwests arrival time.
Just a word of advice to Northwest Airlines: I understand that weather issues are out of your control; however, re-booking customers from cancelled flights is under your control. You should be able to get customers out in a timely and friendly manner.
During my time waiting around for my flights I kept trying to call the stupid 800 number that NW airlines gave me so that I could tell them I was skipping a leg of my flight and so that I could get a partial refund. (After all, I am doing them a favor because now, so other poor soul can take my place). Now there is a 30 minute wait for a call agent! FYI, the company that I work for operates a call center and we answer every call within 3 seconds. My cell phone battery is dying so I decide to call back when I get to NY.
Note of advice for fellow travelers: If you ever are in this same situation, don't rule out other airlines. Also, remember to call the airline you were scheduled with because they will cancel your return leg if you miss a portion of your arrival flight.
When I finally got to NY I was so exhausted. I got ready for bed and dialed the dreaded 800 number again. Now it said there was a 30 min. wait. I waited an hour and a half and they never answered.
When I woke up later that day I was finally able to get a hold of a call agent it took 40 minutes of being on hold, while she called her help desk, before they could confirm me for the return flight. When I asked her for a partial refund she said she couldn't help me I would have to call a different 800 number. So, I called that number which directed me to call another number. I finally reached someone that said they would see about getting me a refund for part of my ticket. I will keep you posted!
I will never ever fly Northwest Airlines again!
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