Monday, April 7, 2008

Northwest Response

In the interest of balance, the response from Northwest.

Thank you for sharing your concerns regarding your recent trip to
Albany. On behalf of everyone at Northwest Airlines, I sincerely
apologize for the inconvenience that was caused when you checked in for
your flight online and did not print your boarding passes.

We appreciate your comments regarding the lack of service you
experienced from our agents when you appeared at check in without your
boarding passes. After reading your remarks, I certainly understand why
you wanted to bring this matter to our attention.

I am sorry that in this instance you did not receive the service you
expected and should have received from our ticket counter employees, as
we expect our employees to be helpful and professional at all times.
Please know that I will be sharing your comments with our Customer
Service and Airport Operations leadership team for internal follow up.
Thank you for taking the time to share this disappointing experience
with us.

For future reference, since boarding passes are issued when you check in
online, it is a good idea to have a printer available to print them.

I hope I have been able to address any concerns you have about your
trip. Your business is important to us and given the opportunity of
serving you in the future, I am confident Northwest will not only meet
but exceed your expectations.


Carl Tast
Customer Care
Northwest/KLM Airlines

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