Thursday, August 21, 2008

Why I am a Northwest Airlines Promoter

Hi Honey,

I thought you might be interested in this email chain from NWA. I think I will also post it to my blog as it is an example of the excellent customer experience they have delivered. I do not know if this is related, or merely policy due to my new status in their elite flier program, but when I went to check in for my flight home they had upgraded me to first class without my taking any action whatsoever. Now, that made my day.

I'm a solid NWA promoter (, of course. See you tomorrow,

---------- Forwarded message ----------
From: Northwest Airlines
Date: Wed, Aug 20, 2008 at 5:41 AM
Subject: Re: Apology (KMM17979656V36086L0KM)
To: Jeff Eastman

Dear Mr. Eastman,

RE: Case Number 6186336

You are welcome.

Again, we apologize for the flight irregularity and look forward to
serving you on a future Northwest flight.


Sarah Sanders
Customer Care
Northwest/KLM Airlines

Original Message Follows:

Hi Cassie,

Thank-you for your cordial letter acknowledging the technical problem you had on August 6th. As I understood from your ground staff, the delay was caused by the boarding ramp damaging the door of the aircraft due to an operator error. Your airport staff was able to book me on an alternative flight (in 1st class) and I got home only two hours late. I do not imagine you have this sort of problem very often and your proactive handling of the incident leaves me a strong NorthWest promoter in spite of these incidents.Your overall record is still excellent and I appreciate the extra points you have offered.

Jeff Eastman

On Tue, Aug 19, 2008 at 9:28 AM, Northwest Airlines <> wrote:

> Dear Mr. Eastman,
> RE: Case Number 7143682
> On behalf of all the employees at Northwest Airlines, I would like to
> extend a sincere apology for the flight irregularity you experienced on
> Flight 5858 on August 6. Travelers expect us to provide dependable and
> reliable service and we failed on this occasion.
> Furthermore, we regret to learn you experienced a previous interruption
> on Flight 235 on April 25.
> As a gesture of apology and in recognition of your Silver Elite status,
> I have added 4000 WorldPerks bonus miles. Please allow 3-5 business
> days for the miles to appear in your account ****3265.
> My colleagues and I pledge to you that we are dedicated to providing
> good service. Unfortunately, a reality in this industry is that there
> will be times when we are forced to delay, cancel, or divert flights.
> Thank you for your support and for flying Northwest.
> Sincerely,
> Cassie Steidler
> Manager, Customer Care
> Northwest/KLM Airlines

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