NorthWest Airlines (KLM Partner) - Never again!

Tozer

Voyager2002 wrote: »

Interesting question. When I typed that I was thinking of Vietnam, which has an outstanding airline (better than Cathay Pacific).

If you regard Hong Kong and the United Arab Emirates as third world, their airlines can certainly be added to the list. Perhaps even Gulf Air. And most Chinese airlines (my wife is Chinese and has experienced most of them, and was appalled by her experiences on NWA: apparently they couldn't even manage to show the safety video).

My experience of the following is out of date, and there are questions about their safety record, but my passenger experience was of a high standard on Avianca (Colombia); Air Madagascar (although their flights were operated by Air France); Ethiopian Airlines (their safety record was good until a terrorist attack).

Thai have a good reputation, although I have never used them.

Not quite sure UAE, Thailand or even China are third world countries!

Voyager2002

Tozer wrote: »

Not quite sure UAE, Thailand or even China are third world countries!

China is certainly a third-world country (large-scale poverty in the rural areas), albeit one that is developing rapidly and has for long had unusually good social indicators.

Thailand: a matter of definition.

UAE: per capita income and living standards are a good deal higher than in the UK, so certainly an unusual kind of third world country. However, levels of skills and education, and capacity to produce anything for themselves (other than oil) are rather low, so in many ways the Emirates is more like Bangladesh rather than Switzerland.

Tozer

I think the definition of what is and what isn't a third world country depends on their prospects and economies. All of those countries have done a lot better recently than their Western developed counterparts.

As for UAE, absolutely, no way!

Reggie_Rebel

If you are talking safety then any airline who's pilot's have killed less than 156 people in the last twenty one years would be better than NorthWest.

With regards to the original letter I would argue that the OP paid to fly to LONDON not to Heathrow or Gatwick, any airline would never guarantee that interactive screens or laptop power points would be avaialable on a particular flight.

I doubt that letter would get much more than a cursory "We are sorry, these things happen, please fly with us again, here's a avoucher for a bag of nuts when you do"

shoey79

Thanks to all who replied...even the "harsh" ones, its all good really...

I sent the letter minus some of the last bits as i didnt think they would really add value.

The £50 incurred was because i missed the prepaid transport from Heathrow to my final destination.

The Two flights were booked together at the same time and did have 2hours inbetween them, which meant that if it was all on time, i would have gotten home on time.

The work on the plane was for my own business, but it doesnt really matter about that, I got most of it done on battery power.


NWA have replied...

Reply below:

Dear Mr S

Thank you for your email, from which I was sorry to learn of the poor impression you gained of our services.

You have every right to expect punctuality and Northwest will make every effort in our power to avoid a flight delay. I am sure you will understand however that despite our best endeavours there are occasions when we are forced to delay a flight.

I regret that you failed to make your connection as a result of this. When a delay causes a passenger to miss their onward connection, our ground staff would normally rebook the passenger onto the next best flight, in accordance with our Conditions of Carriage. However, we do have to take into account the seats availability in relation to the characteristic of each ticket, and I can assure you that the one provided was in deed the best possible alternative at the time.

In delay and disruption situations our resources may become stretched to the level where, on albeit rare occasions, we are unable to offer the standard of service we would all wish to see. We would, however, hope to rectify this as soon as possible ensuring the inconvenience is kept to a minimum. I am truly sorry that on this occasion it would appear there was a shortfall in our normal high standards. Please be assured that your comments have been passed on to the relevant department in order to avoid similar problems in the future.

It is true to say that in the majority of occasions, when a passenger is involuntary rerouted to a different airport as a result of a flight disruption, transport is arranged on own passenger's expense initially, and they are requested to claim for the refund of this cost as you were informed at this airport. This system usually works effectively, although I regret your dissatisfaction.

I would like to take this opportunity to clarify that the EU261/2004 Regulation does not contemplate compensation in case of flight delays, but only in the event of cancellations or denied boarding. Any damages incurred as a result of a flight delay will be considered under the Montreal Convention.

Please allow me to further explain that Northwest– as all other airlines – must work within the limitations set down by the Montreal Convention. The Montreal Convention is – naturally – incorporated within our General Conditions of Carriage.

This liability set by the Montreal Convention is not however intended as an automatic payment of compensation when a flight is delayed but is shown as a maximum liability airlines can award.

As you would expect, like any claim, any liability for direct expenses incurred as a result of a delay can only be considered on production of a receipt. Northwest will give consideration towards any direct costs, in accordance with our liability and in line with the Montreal Convention, once we receive the receipts.

I am sorry that you have had cause to contact us under these circumstances although please let me assure you that your comments have been taken seriously. Thank you for your letter and allowing me this opportunity of response.

Yours sincerely

Veronica Ramirez
Customer Care Executive
United Kingdom & Ireland

KLM Royal Dutch Airlines / Northwest Airlines
PO BOX 47
Feltham, Middlesex
TW14 9XY
United Kingdom

Voyager2002

Well done: at least your out of pocket expenses will be refunded once you send them your receipt.

Check carefully whether the EU regulation does in fact provide for compensation when you arrive late (the relevant time here is when you finally got to Heathrow as compared to the arrival time of the flight you should have been on). In any case you might like to look up the amount that it stipulates for a delay of the length that you suffered and ask for them to pay it in addition to your expenses.

shoey79

The Total Length of delays were as follows:

2hours = Initial Flight
3hours = Connecting flight to Gatwick
2.5hours = Arranging the transport to Heathrow T4


Would i be able to combine the total number of hours or not?

dmg24

You were delayed, your flight was not cancelled. You have no right to compensation under the EU regs.

Did you provide them with a receipt for your travel to Heathrow? What else do you expect from them except for reimbursement of costs?

Brooker_Dave

dmg24 wrote: »

What else do you expect from them except for reimbursement of costs?

At a guess, bucket loads of compensation.

advent1122

shoey79 wrote: »

The Total Length of delays were as follows:

2hours = Initial Flight
3hours = Connecting flight to Gatwick
2.5hours = Arranging the transport to Heathrow T4


Would i be able to combine the total number of hours or not?

File it under !!!!!! happens and move on with your life.
Yes, it was a pain and inconvenience, but in the grand scheme of things you got where you wanted to go and can claim for out of pocket expenses. What more do you want?
Read the T&c's when you booked your flight and you will see you are in a no win situation.