What does it take for Northwest Airlines to refund an airline ticket? An act of Congress? Maybe something close to it.
A story in today’s edition of the St. Paul Pioneer Press details the unfortunate tale of Iraq-bound Pfc. Jeffery Morgan, who was trying to secure a refund between an expensive $1,000 airfare and a discounted military fare in order to fly from his Hawaii duty station to attend a family reunion in Chicago.
Northwest refused to consider his request until U.S. Rep. Ron Kind’s office stepped in to help. And it didn’t yield until the Pioneer Press became involved, according to the story.
Bankrupt Northwest is, as I’ve noted, the most by-the-book airline flying. Even when the book makes no sense.
So what did the book say about a refund? My reading says that Morgan wasn’t entitled the refund of $270 that he received. You can read more about this odd rule here.
I think it might be time for Northwest to re-examine how it handles refunds. Morgan is just one of many travelers who have found themselves foiled by this loophole in Northwest’s refund policies.
Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.
Elliott is consumer advocate 
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