Chris and Vicky's Continuing Battle With Northworst Airlines

I'll be frank when I say that Northwest's pathetic response pretty much pissed us off. We took a few days to cool out before drafting a follow-up letter—resorting to name-calling and creative cursing would have been highly cathartic but wouldn't have strengthened our overall argument too much. So on 30 July we sent a second letter (as shown below) directly to Mr. Washburn (not to Mr. Faust) via certified mail (return receipt requested).

28 July 1998

Donald Washburn
Executive Vice President of Customer Service and Operations
Northwest Airlines
MSA 5270 Minneapolis-Saint Paul International Airport
Saint Paul, Minnesota 55111

Mr. Washburn—

This is my second letter to you regarding the indefensible problems of Flight 87 on 16 June (carrying over onto 17 June). I find it difficult to believe that you and Northwest Airlines expect to close this issue by sending a letter as devoid of content as the one I received from Mr. Robert J. Faust (your Executive Staff Assistant) on 23 July (Ref. Number: 745722). I can only assume that the sheer volume of complaints that Northwest receives daily made it difficult for Mr. Faust to do more than respond with empty rhetoric and obligatory promises of better service in the future. Actually, perhaps I am not so surprised after all, since such a vacuous letter is entirely consistent with Northwest’s lack of action in the past and merely confirms the fact that your airline has no concept of the term "customer service."

This token apology for "disrupting" our vacation ignores the issue entirely. I made it clear in my prior letter that our vacation to Beijing was CANCELED because of Northwest’s incompetence. We were not merely inconvenienced, and we were not briefly delayed, and we certainly experienced more than a "disappointing disruption of our plans." We had a very short window of available time in which to take a vacation, and we planned our trip abroad based on the supposition that Northwest would get us to China on schedule. Let me remind you that Flight 87 from 16 June departed for Beijing 28.5 hours late. Had we chosen to wait for this flight to take off at approximately 8:30 p.m. on 17 June, we would have arrived in China nearly 30 hours late, which was unacceptable since our vacation plans allowed us only four days in China. Because of various work and personal obligations, we were unable to extend our trip by the necessary amount of time and were therefore forced to cancel our vacation to China completely.

As I write this, I am amazed to find myself justifying our actions to you. The facts are simple: We contracted services from Northwest that the airline was unable to provide. That Flight 87 eventually left for China is irrelevant, and that such a delay apparently seems acceptable to your airline is disheartening and inexplicable. I fail to see how Northwest can continue to deny responsibility for this situation, yet in every exchange (verbal and written) with Northwest personnel, I have been astounded by Northwest’s refusal to admit accountability. Labor disagreements and internal corporate dissent do not excuse the fact that Northwest could not fulfill its obligations in a timely manner.

The most insulting part of Mr. Faust’s letter—other than its total lack of substance—is the implication that his inability to "step outside the company’s framework" for us somehow resolves this matter. Here Mr. Faust has employed what seems to be Northwest’s standard policy for dealing with its customers: Admit nothing and sidestep all issues. He claims that the "company has made a decision" about how to handle the situation and that he cannot "do more" to help us. I don’t expect assistance from him; that is why I did not address my first letter (or this one) to "Executive Staff Assistant." Instead, I addressed it to you, Mr. Washburn, because I expect action on this matter and will not settle for a polite dismissal from one of your staff.

The one bright spot in Mr. Faust’s letter is his statement that we "found the vouchers offered an inadequate response" to the situation. He is quite right, and the fact that Northwest actually believes that a $200 voucher is adequate compensation for a delay of such magnitude is insulting and disturbing, making me wonder what other corners are being cut elsewhere in the organization. It is interesting to note, however, that only one person in our family of four was even offered a token voucher. (Vicky’s mother, Beverly Travitz, was offered a travel voucher but did not accept it.)

We do not expect Northwest travel vouchers or any sort of credit for any future service—we will never again travel on Northwest Airlines. Again the facts are simple: We did not take Northwest Flight 87, therefore we expect a full refund. I’ve enclosed with this letter copies of the refund slips issued to Vicky and myself by a Northwest ticket agent at the Detroit airport on 17 June. The forms are clearly marked with the words "TRIP IN VAIN." The ticket agent explained this phrase to mean that we had essentially wasted our time and that a refund should be issued to us. As I mentioned in my last letter, my family and I hold Northwest Airlines wholly responsible for the cancellation of our vacation, and we expect to be fully compensated for all expenses incurred.

Finally, as promised in my last letter, I have placed an account of our experiences with Northwest Airlines on our Internet web site (www.oocities.org/sunsetstrip/amphitheatre/6685). My family and I intend to do everything in our power to encourage others to avoid Northwest Airlines at all costs. The airline’s inability to adequately perform a single one of its professional duties, not to mention its apparent disregard for the quality of the customer service that it renders to its patrons, make me believe that Northwest has some serious problems.

Once again I await your response, Mr. Washburn, with an explanation of how Northwest intends to compensate us for the problems the airline has caused. Our telephone number is at the top of the first page of this letter. Donald and Beverly Travitz (Vicky’s parents) can be reached at xxx.xxx.xxxx. I expect to hear from you soon.

Best regards,

Chris Kells

cc:	Donald and Beverly Travitz Mrs. Kaye Williams, CI Travel David Alfs, Travel Editor, News & Observer Editor, Consumer Reports Travel Letter

Encl.:

Copies of refund slips for Chris and Vicky Kells (Don and Bev Travitz have submitted copies of their slips in separate correspondence.) Copy of letter from Robert J. Faust, Northwest Airlines

Don't fly on Northwest!!