I recently wrote to Northwest because enough is enough! This is the letter that I wrote. (Scroll down below to see NWA's response.)
I have recently flown on NWA internationally and was painfully reminded of how ugly and horrible the service is. I usually fly NWA because the tickets are the cheapest, but why does that mean having to sacrifice good service for it?
I have flown Asiana, Thai, and Korean Air many times and the service on all three airlines are excellent. The flight attendants actually give the customers their full attention, they are polite, smile, and constantly walk up and down the aisles to see if anyone needs anything. NWA flight attendants are rude, tired, old, and scream "only a few more years of this crap and then... retirement!"
I was utterly appalled when a male flight attendant (on this flight from Narita to LAX) condescendingly demanded to a Japanese woman (who spoke little English) what she wanted to eat. He said, "you didn't look at the menu?" He asked her that same question very loudly and rudely several times. The woman looked uncomfortable, and in my opinion, probably felt like a child. I was so enraged when I saw this!
This is just ONE example of many times I had seen the attendants ROLL their eyes, speak with a tone of attitude in their voices, never say "you're welcome," and completely disappear once the plane was in the air. It's like pulling teeth just to have them smile!
I always leave NWA with a bad taste in my mouth! Which is an awful way to begin and end a vacation, by the way. I believe if you are in the service industry, then SMILE! Act like you like PEOPLE! Be courteous! Have fun while you're at it! If you can't, look for a desk job! I have worked in the service industry myself, so I know how hard it can be sometimes, but I also know how easy it is to just grin and bear it.
A perfect example. I was on Jetblue once when a woman went berzerk because she wasn't sitting on the exit row. This woman also happened to be a washed up television soap actress. The flight attendant walked over to her, and politely apologized and informed her that there was nothing she could do at the moment, but if there was anything that she could do later on, she would let her know. She then smiled and went on to explain precisely why the error had happened and asked what she could do to make her flight more pleasant. She warmly and pleasantly said this, all the while with a huge smile on her face. It wasn't so much what she said, but HOW she said it. Wow! I was blown away. I wanted to give that Jetblue flight attendant money because her customer service skills were THAT good. The actress calmed down, and all was good for take off and everyone was happy.
I write this email in hopes that someone high up there will read this and really truly take heed. I do not exaggerate and I do not usually write letters of complaint, but this time I HAD to because it was more than I could bear. I think the flight staff needs a refresher course on customer service. Especially the international flights within Japan, Korea, and the US.
Just a note, I am not a first-time customer to NWA and it's rancid service. I am a World Perks member and have flown numerous times and have bit my lip and turned the other way when I saw, heard, and felt this negative attitude and energy towards us! The paying customers for goodness sake!
__________________________________________________
Here is NWA's response...
Dear Miss. Tak,
Thank you for contacting Northwest Airlines; your feedback is greatly
appreciated.
After reading your comments on the horrible service you received while
traveling with us, I certainly understand why you wanted to bring this
matter to our attention. We expect our flight attendants to be helpful
and professional at all times. I am sorry that in this instance you did
not receive the service you expected and should have received. Feedback like yours will help us to improve our inflight process and customer experience. I will be sharing your comments with our Inflight leadership team for internal follow up.
As a gesture of apology, I have added 7500 WorldPerks bonus miles into your WorldPerks account Please allow three business days for the miles to appear in your account.
I want to thank you, again, for writing. We appreciate your interest in
Northwest and wish you a very happy holiday season.
I have flown Asiana, Thai, and Korean Air many times and the service on all three airlines are excellent. The flight attendants actually give the customers their full attention, they are polite, smile, and constantly walk up and down the aisles to see if anyone needs anything. NWA flight attendants are rude, tired, old, and scream "only a few more years of this crap and then... retirement!"
I was utterly appalled when a male flight attendant (on this flight from Narita to LAX) condescendingly demanded to a Japanese woman (who spoke little English) what she wanted to eat. He said, "you didn't look at the menu?" He asked her that same question very loudly and rudely several times. The woman looked uncomfortable, and in my opinion, probably felt like a child. I was so enraged when I saw this!
This is just ONE example of many times I had seen the attendants ROLL their eyes, speak with a tone of attitude in their voices, never say "you're welcome," and completely disappear once the plane was in the air. It's like pulling teeth just to have them smile!
I always leave NWA with a bad taste in my mouth! Which is an awful way to begin and end a vacation, by the way. I believe if you are in the service industry, then SMILE! Act like you like PEOPLE! Be courteous! Have fun while you're at it! If you can't, look for a desk job! I have worked in the service industry myself, so I know how hard it can be sometimes, but I also know how easy it is to just grin and bear it.
A perfect example. I was on Jetblue once when a woman went berzerk because she wasn't sitting on the exit row. This woman also happened to be a washed up television soap actress. The flight attendant walked over to her, and politely apologized and informed her that there was nothing she could do at the moment, but if there was anything that she could do later on, she would let her know. She then smiled and went on to explain precisely why the error had happened and asked what she could do to make her flight more pleasant. She warmly and pleasantly said this, all the while with a huge smile on her face. It wasn't so much what she said, but HOW she said it. Wow! I was blown away. I wanted to give that Jetblue flight attendant money because her customer service skills were THAT good. The actress calmed down, and all was good for take off and everyone was happy.
I write this email in hopes that someone high up there will read this and really truly take heed. I do not exaggerate and I do not usually write letters of complaint, but this time I HAD to because it was more than I could bear. I think the flight staff needs a refresher course on customer service. Especially the international flights within Japan, Korea, and the US.
Just a note, I am not a first-time customer to NWA and it's rancid service. I am a World Perks member and have flown numerous times and have bit my lip and turned the other way when I saw, heard, and felt this negative attitude and energy towards us! The paying customers for goodness sake!
__________________________________________________
Here is NWA's response...
Dear Miss. Tak,
Thank you for contacting Northwest Airlines; your feedback is greatly
appreciated.
After reading your comments on the horrible service you received while
traveling with us, I certainly understand why you wanted to bring this
matter to our attention. We expect our flight attendants to be helpful
and professional at all times. I am sorry that in this instance you did
not receive the service you expected and should have received. Feedback like yours will help us to improve our inflight process and customer experience. I will be sharing your comments with our Inflight leadership team for internal follow up.
As a gesture of apology, I have added 7500 WorldPerks bonus miles into your WorldPerks account Please allow three business days for the miles to appear in your account.
I want to thank you, again, for writing. We appreciate your interest in
Northwest and wish you a very happy holiday season.
3 comments:
i read your WHOLE LETTER.. it was highly entertaining. After a 14 hour trip back on a on airplane, the last thing you want is stinky service!! you go insil! (kali again)
What aboue MEEEEEEEEEEEE?
;o)
Insil...ever time I fly, I tell myself that I am going to write a depictive complaint to the airline industries but of course because I forget fairly quickly...ADD ;), I never get around to it. I am so happy you not only spoke out for yourself but for those flyers like me whose always been meaning to but never got to it. Maybe next time the thought runs in my head, I will remember your letter and motivate my lazy ass to submit one too. FYI: NWA's stocks were worth less than a dollar before they got bought out by american west...now I know why..love you: Susie
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