When an airline doesn’t play by its own rules, what recourse do you have? Foujan Ziadlou wanted to know after having one of the worst experiences of her life on Northwest Airlines.
Ziadlou was scheduled to fly from Buffalo, NY, to Bismarck, SD, on Christmas Eve. But her first flight was canceled because of a mechanical problem and she was rebooked the following morning.
When I asked the agent if there was anything he could do — reroute or anything of the sort — he was very rude and told me to come back tomorrow. I asked to speak to a supervisor, but when she arrived she was even more rude and antagonistic than the agent.
She sarcastically said she would pay for me to take a bus back to Toronto but that she would not give me a hotel or meal voucher for the 24 hours I would be stuck in Buffalo.
After mentioning that according to Rule 0240 Section 73, Northwest Airlines should provide me with accommodations and food vouchers, the agent turned to his supervisor and said “look, now she’s trying to tell us how to do our job.”
Northwest finally relented and offered her a hotel and meal voucher. But the next morning, the same agent checked her in and her luggage was lost. She spent the next nine days on the phone, trying to retrieve her belongings.
At one point, an agent even said to me over the phone “you know, you aren’t the only person who lost luggage over the holidays.”
Now that’s customer service. You can read Ziadlou’s entire account on her blog.
She complained to Northwest, which offered her 10,000 miles for the trouble. Ziadlou didn’t think that was enough. At my recommendation, she wrote to some higher-ups at Northwest, politely detailing her grievance. Here’s the response:
Please know the gesture of 10,000 bonus miles extended to you was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service. I am sorry to learn you feel this gesture is unsatisfactory.
With that, I understand you are requesting an additional 40,000 bonus miles. However, in the equitable fairness of other customers who have experienced similar situations, I must respectfully decline this request.
The real problem here isn’t the inadequate compensation — that’s to be expected — or the customer-hostile attitude exhibited by Northwest’s employees. It is that the airline failed to follow its own rules and belittled a passenger who tried to point out that she wasn’t being treated fairly.
Did the Northwest agent incorrectly tag her luggage in retribution? I report, you decide.
My best advice for Ziadlou and others like her is to file a formal complaint to the Transportation Department.
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590
Here’s how to contact the DOT
Northwest’s unwillingness to follow its own contract should be made a part of its permanent record.
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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