You may recall my
complaint about Delta Airlines last year concerning their inability to keep a schedule. They've got
nothing on Northwest.
I sent my 11-year-old son on an unaccompanied flight to spend a month in Florida with his grandfather. (It's an extra $75 to send a minor by himself on an airplane.) His flight was scheduled to leave around 7:40am EDT with a 1 hour layover in Memphis, arriving in Pensacola at 10:55am CDT. We got him to the airport on time; his flight left a little late, but everything seemed ok.
I got a call from the airline at around 11am EDT. It turns out that he didn't make his connecting flight and they were re-booking him for a flight later that afternoon. In the meantime, he would be hanging out in the kids' area at the Memphis airport. This wouldn't have been nearly so irritating had my step-brother not already been at the airport waiting for him to arrive. His new flight was scheduled to arrive in Pensacola at around 4pm CDT. This is where things started to go downhill.
I got another call from the airline around 5pm EDT telling me that my son had been put on the wrong plane. Luckily, HE figured it out and they got him off of it before they sent him to Oklahoma. However, he missed his real flight and had to be re-booked on yet another later flight. For those of you paying attention, yes, this phone call came shortly AFTER he was supposed to land in Pensacola. So guess who was, once again, waiting at the airport for him to show up? Yep...trip number 2 to the Pensacola airport is wasted. They knew he missed his flight AN HOUR before they called me about it.
But wait...it gets better! They didn't just put my son on the wrong flight. They switched him with a little 9-year-old black girl who was supposed to be flying to Oklahoma. When my step-brother arrived at the gate to pick up my son,
they tried to give the girl to him. "Where's Alex?" "She's right over there." "That's not Alex..." That poor girl was terrified. The airline was trying to pass her off to a complete stranger! What if my son had flown to Oklahoma? Would they have been trying to hand him off to that poor girl's family?
In the end, my son did finally arrive in Pensacola. 3rd time's the charm, as they say. However, my family and I are furious about this whole situation. This airline mishandled
children. Alex is supposed to get back on a plane in July with this same airline to fly to Minnesota. I'm not particularly comfortable with this idea. Thus far, we have been unable to get ahold of anyone at the airline to lodge a complaint. I want some kind of reassurance that this situation is not going to happen again. In the meantime, I sincerely doubt I'll be buying tickets on Northwest again anytime soon. Sure, it was their subcontractor who messed up (Pinnacle Airlines), but I didn't choose them. Northwest did.
Edited to add:
I finally spoke to someone at Northwest. She told me she was "shocked and appalled" at what happened. She apologized profusely, lodged my formal complaint, told me that an internal investigation would be carried out which I will not be involved in, refunded my $75 child accompaniment fee, and offered me a $125 voucher for a future flight. I feel a little insulted by the offer. I turned it down. All she could tell me is that this is "the exception, not the norm". I find this utterly ridiculous. This shouldn't be a rare occurrence; it should NEVER happen. There's no excuse for it. Period.
I'm seriously considering sending this to the media.