[Ricki]

This is our first time buying NW tickets. We were travelling around Tokyo area. The thing is, no body told us that there is a check-in time limit while obviously other airlines don't have.

We were not familiar with Tokyo's traffic and was at the check-in gate around 5:05pm,while our flight time was 6pm. We were not allowed to go to the check-in counter because there is a 60 minutes' check-in time limit for NW customers,which we didn't know! We were just late for 5 minutes and we have a young child with us! We also had our seats reserved before the flight, which were 43ABC! If Northwest's Customers First service exists, this wouldn't have happened!

What is worse, your staff(Omri) just came to tell us lies such as we didn't reserve our seats, and the gate was already closed(I noticed the gate closes at 5:45) and so on. She just turned back and we were left there without knowing what to do! I hoped at least your staff would help us to fly back the next flight. However, when finally reached your your staff through a public phone, she didn't express any sympathy and cruelly told us we only can go back on March 6, which was 2 weeks from our scheduled date! We were left there helplessly just like that! Tired and with a young child to comfort, we had to find any other airline that went to Shanghai that day. Do you know how much we paid for one way ticket? 50% more we bought for NW's round trip!!! We have to pay US$2100 just for the reason we didn't know there was a check-in time limit!!! This is the most absurd thing that ever had happened to us! If Northwest staffs have had just a little bit sympathy, they wouldn't have done this to us and our 6-year-old daughter! I don't think any other airlines would have done this to us. Actually, I had an experience that ANA waited for us and treated us as customers should be.

We have flied so many times and these are the only two times we didn't arrive the airport 2 hours before our flights. Yet how differently you treated customers!

We wrote to NWA customer service and they refused to refund our extra paid money.

This is our last time to fly Northwest Airlines. We have never seen such a poorly managed airline company and hope we could have read the complaints here before our reservation! Obviously there are lots of unlucky and illy treated passengers of Nortwest Airline all around the world!