[dmorack]

I bought a ticket on www.nwa.com on Sept. 30 from dtw<->bkk and the price went down $150 on Oct 10, 2 weeks before the trip. I was told prior to booking that I could go online and exchange my ticket if the airfare went down in price. I tried this, only to find that the change fee was $200 which negated any value in exchanging. I complained to 2 Customer Care supervisors and they said that they could not change their policy, furthermore they agreed with me, when I said it is a gamble everytime I purchase a ticket. I thought I was safe buying the ticket with only 3 weeks out to the trip. I said if they offered some compensation when this happens I would accept the risk, however a $200 change fee is unacceptable when there are no changes (i.e. same flights, dates, and flight times). They would not budge and just repeated their policy. I found this experience very frustrating. I feel cheated and angry I am out $150 and all NWA can do is quote a bad policy and provide poor customer service. I am sure with my luck, if I had waited to the last moment to purchase my ticket, the price would go up or there would be no seats available. I also don't have the luxury to go on different dates, since I work for a living and it is difficult to get any time off. I don't think it is fair that when we buy airline tickets we have to take a gamble whether or not we are getting a good price. If the airline lowers the price $150 they should compensate anybody that has bought the same type of seat already (i.e. coach, business, 1st class) the difference in price, especially when they are proactive checking the price and contacting the airline for compensation. No wonder the airlines are in financial trouble, their service is horrible to their customers. This is just 1 example of the poor service.

Please reply if you have any advice on getting compensated for the discounted price or if you have similar experience you wish to share. Thanks.