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Northwest Airlines WorldPerks / What's WRONG with this airline's service?

1 United States

I called NWA WorldPerks number 3 times a few weeks ago and gave up. I first had to answer many questions to "an automated system" which sometimes immediately disconnected me because my answer was not recognizable or audible. After giving all the information about myself and why I called, I then had to wait. All 3 attempts, the wait averages between 20-40 minutes! Could be longer but I didn't wait to find out. As a mom with an infant, I am busy too. I eventually had to hang up without talking to anyone because I do not have that much time to stay on the phone waiting.

I sent a few requests / questions to them using online form on their web site, no reply from a real live person. I got one reply once a month ago but the person literally copied answer (which is not the right answer to my question) and info. from the company's web site and sent to me. I wouldn't ask in the first place if I can find it on the web site!

What's WRONG with this airline's service? Is there any effective and fast way to reach them these days? I know they filed for bankruptcy but they're still operating! And if they're to rebuild themselves financially and make profit in the market, they need customers, a lot of them. And the only way to have loyal customers is by providing good, if not outstanding, service. I am very very disappointed.

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