[sharont81]

Below is attached a copy of the email that I sent to NWA. I am now today mailing a hard letter to NWA. I never recieved an response to my email.
Flight Number: NVV3615
Flight Date: March 35th, 2009
To Whom It May Concern:
I am writing with disappointment with your airline. My son and I left COS to fly to BWI on March 25th. The night before it did snow and I understand about weather and how you have no control but other things NWA does have contriol over. The fligh crew was late to the airport which was making the flight late. Then with all of the snow and ice, they had to de-ice the plane which took over 45 mintues to do. I get de-icing the plane what I do not understand is why it took so long since one plane was ahead of us who was almost done when we got there. Then the flight took longer then it should have and even the flight attendant commented on how late we were so many people on the flight were going to miss thier connections. The worst part was when we arrived into MSP to change flights there was NO GROUND crew for about 15 minutes. We had to sit in the plane and wait. When we finally got off the plane we both ran to the other gate (on the other side of the airport) and one of the rep's stated: "What did you want us to do what for 5 you who were late to hold the plane." She then walked away. I was mad at this point. I asked how long before we would catch the next plane from MSP to BWI. The rep had to fly us to Memphis then to BWI. I am unsure why the crew and agency of NWA is so disorganzed and nasty to the consumers.
While the weather is not under your control, the crew being late to the airport is. I live far north from COS where the weather is always worst then down at COS so that can not be the excuse. Then waiting so long for the de-icing, no crew at MSP when we arrived and the rudeness of the rep's. I work as a school counselor and understand having to deal with difficult people ( I do it everyday like your company). Not everyone is mean ( I was nice until the rep in MSP was so mean). There is a way to treat people who are trying to make a connection flight. Not that NWA cares but I was trying to see my husband who is currently stationed in the DC area due to being active duty Army for the last 20 years. He has not lived at home for over 3 years do to the war in the Middle East. But I still manage to understand what is happening not only with me but others
What do I want, I would love to ask for a refund for our flight on March 25th but I know that will not happen. I am hoping that your company would take some training on customer service. Maybe give them an in-service with: Who Moved My Cheese. High 5! The Magic of Working Together. The Last Lecture. FISH! A Remarkable Way to Boost Morale and Improve Results. How Full is your Bucket? Strategies for Work and Life. These are just a few of the books that I not only use with the staff at our school but our students and parents. Flave them just think what it would be like to be in the consumers place.
I am hoping to get a response either by email or by a letter in the mail.
Thank you for your time.
Sincerely,
Sharon Thomas

Who knows if I will get a response but I am on a roll. If they had just answered my email I would not be in such a huff now. Wish me luck, I asked for an apology and a refund. I know nothing will come of it but I have to try.

[mars6423]

i am sorry that you were in that situation and that you missed your connecting flight

they flight crew should have arrived ontime, but maybe there was a problem with them getting to the airport due to the weather so you have to understand that

also the groundstaff are not the airline staff so you cant put that on NWA as their fault

with your connecting flight, the agent may have been rude but they were doing their job correctly, the airline (any airline) will not wait for a few people when the plane is full and ready to go as it is a disservice for everyone on the plane, if they waited than there could be longer delays and alot more unhappy customers.

nearly forgot, it may have taken your plane longer to de-ice than the other plane due to the size/type of plane, if your plane was "hit" harder by the enviroment such as no shielding from the weather whereas the other plane could have been guarded a little better by the terminal building, there are factors that go into that

and yeah i highly doubt you will get a refund, prob a $50 vouchar

p.s i know that this isnt formal writing or anything, but for a person who works in the education field (school counselor) your grammer and sentance structure were pretty poor in some areas no offense

[Corbel]

there could have been a few reasons as to why the crew was late to the airport. i know that we have been late due to the hotel shuttle being slow, road conditions and crew rest. the crew may have landed late the night before and had to get their legal FAA required rest. it may have taken your plane a little longer to de-ice due to the size of the aircraft. deicing a regional is not going to take as long as a 747. i wouldn't complain about that being taken too long....that is your safety. god knows what could happen if they did a half ass job on it. i really really doubt that your going to get a refund, especially if you made it to point A to B, but i guess it never hurts to try. i hope you get something. i have dealt with NWA agents in DTW and they weren't exactly pleasant to deal with, so hopefully you get at least a voucher

[PHXFlyer]

1. Crew was probably late the night before from the same weather issues. They need their sleep too.

2. Who cares how long it takes do de-ice. Do you really expect them to rush it and not do the proper job?

3. You bitched about how long it took to de-ice the plane but when YOU are late you expect them to hold the plane? I imagine if you had been on that plane waiting for connecting passengers you'd be bitching about that too!

4. You want a full refund? They got you where you were going.

5. Your own words:

Originally Posted by sharont81

I was nice until the rep in MSP was so mean

So at that point you became un-nice. Then you got what you deserved. Next time take the bus.