Nice customer relation coup from Northwest Airlines!
I was flying with NWA in the last week of October and my connecting flight was late for four hours. Today, I received a mail from NWA telling me that they are making up by giving me 2,500 bonus miles toward my WorldPerks mileage program account.
The letter wrote:
"Northwest Airlines would like to take this opportunity to apologize for the delay of Flight NWXXXX on October 31, 2004.
I certainly understand that travelers expect us to provide dependable and reliable service. Occasionally, there are unforeseen operational considerations that require immediate attention and may cause a flight to be delayed or cancelled to ensure safe travel. We know this resulted in inconvenience and frustration for you.
As a tangible gesture to prove our commitment to customer service, I am doing the following for our valued customers.
- Adding 2500 bonus miles to your WorldPerks account XXXXXXXXX. You may visit our website at www.nwa.com/freqfly/ to verify these miles have been posted. Please allow 3 business days for the miles to appear.
Loyal customers are key to any company's success, and it is our goal to provide excellent service on every occasion. I hope you will give us an opportunity to retore your confidence and to welcome you on Northwest and our affiliate carriers in the very near future.
Director, Customer Care and Sales Support"
2,500 miles may be only worth $25, but I am a happy customer now, and I will definitely choose NWA more often in the future.