While waiting to be rebooked, the lack of information provided to customers was of serious concern. If I hadn't been around to suggest that customers with itineraries ending in Detroit use a NWA kiosk to print out new boarding passes (they'd been automatically rebooked on the next flight), those customers would have needlessly stood in line--wasting everyone's time. And even though the delay was in excess of 4 hours for many passengers, NWA violated its own Rule 240 procedures by providing meal vouchers only upon request.

I understand that mechanical problems can occur, and I don't fault NWA for this. However, I think it's entirely unacceptable to provide only one gate agent to rebook an entire flight, especially when many of the people on the flight had complex international itineraries. I also think it's unacceptable for less experienced travelers to rely on an experienced business traveler armed with wireless OAG/SABRE for information and advice--it's the airline's job to provide that.

For my trouble, NWA provided a meal voucher--which I had to ask for, and ended up not being able to use because the connection was so close (I sent it in for the WorldPerks bonus miles option instead). The voucher packet also included a heavily restricted $25-off coupon good toward a future flight--so long as the trip is completed by 8/31/02.

The latter is what got my blood boiling enough to write to you. This entire situation was a mess, but every airline has a bad day. However, when I screw up in my job, I apologize to the customer, immediately make things right, and turn the negative into a positive by giving the customer more than they expected. NWA didn't apologize, made a lackluster effort to make things right, and the "gift" was so laden with conditions as to be useless.

You probably think at this point that I want you to give me something. Actually, that's not why I'm writing. I would like for NWA to use my experience as a case study in how NOT to rebook a flight, and how NOT to take care of customers.

If a flight is cancelled or delayed, I think NWA should clearly explain to customers what this means, what NWA will do to correct the problem, and then--most importantly--provide sufficient staff to get customers rebooked and on their way in 30 minutes or less. When the Post Office guarantees service in 15 minutes or less, I think NWA can manage to be only twice as slow, rather than the 8 times as slow I experienced yesterday. I'd like NWA to adhere to its own Rule 240 procedures and offer meal vouchers, etc. without customers having to ask for them (this is, aside from being part of your contract of carriage, simply good customer service). And finally, if you're going to try to turn a negative into a positive with a coupon, make the coupon completely unrestricted. No expiration date, no tiered values, just "here--this is good for $25, just like cash, toward any Northwest flight at any future point you want to take it. Please accept this with our apologies for the inconvenience."

I think all of these suggestions are simply common sense, and if implemented will be mutually beneficial for both your customers and your bottom line. Please consider them.