http://www.usatoday.com/news/opinion/edito...ers-other_x.htm
Do you scabs think you will be treated any better?
Ailing airline lacks compassion
The plight of Northwest Airlines has been well documented over the past several months in USA TODAY.
Recently, my wife had to fly to the Mayo Clinic in Rochester, Minn., for emergency brain surgery. I immediately got online to check for flight times and fares. I learned Northwest Airlines has a virtual monopoly on flights in that area of the country.
The next morning, we received the phone call from the neurosurgeon's office at Mayo to confirm the surgery date. I went back online immediately to book our flight reservations. To my amazement, the fares for Northwest flights had all doubled — or more — overnight. I was sure this was a mistake and called Northwest to explain our emergency medical circumstances.
The representative explained I had missed the seven-day advance booking requirement — by several hours — and then stated robotically, "That's our policy." I again explained the emergency nature of our trip. We didn't know she would need brain surgery seven days in advance. I inquired about "emergency medical" fares and explained I could have our surgeon at Mayo fax her any required paperwork. I was then transferred to a supervisor who coldly stated the problem was mine because I "waited until the last minute."
Frustrated, I hung up and booked a flight online with another airline. Its fares were equally outrageous, but I was out of time and patience. I was determined that Northwest would not get our money.
Lack of compassion for a family in crisis is probably just one example of the many causes contributing to Northwest's current financial crisis.
Thanks to the extraordinary folks at the Mayo Clinic, my wife is improving every day. Northwest Airlines, and the airline industry in general, could learn a lot about customer service from them.
Gary Colvin, LeRoy, N.Y.
Do you scabs think you will be treated any better?
Ailing airline lacks compassion
The plight of Northwest Airlines has been well documented over the past several months in USA TODAY.
Recently, my wife had to fly to the Mayo Clinic in Rochester, Minn., for emergency brain surgery. I immediately got online to check for flight times and fares. I learned Northwest Airlines has a virtual monopoly on flights in that area of the country.
The next morning, we received the phone call from the neurosurgeon's office at Mayo to confirm the surgery date. I went back online immediately to book our flight reservations. To my amazement, the fares for Northwest flights had all doubled — or more — overnight. I was sure this was a mistake and called Northwest to explain our emergency medical circumstances.
The representative explained I had missed the seven-day advance booking requirement — by several hours — and then stated robotically, "That's our policy." I again explained the emergency nature of our trip. We didn't know she would need brain surgery seven days in advance. I inquired about "emergency medical" fares and explained I could have our surgeon at Mayo fax her any required paperwork. I was then transferred to a supervisor who coldly stated the problem was mine because I "waited until the last minute."
Frustrated, I hung up and booked a flight online with another airline. Its fares were equally outrageous, but I was out of time and patience. I was determined that Northwest would not get our money.
Lack of compassion for a family in crisis is probably just one example of the many causes contributing to Northwest's current financial crisis.
Thanks to the extraordinary folks at the Mayo Clinic, my wife is improving every day. Northwest Airlines, and the airline industry in general, could learn a lot about customer service from them.
Gary Colvin, LeRoy, N.Y.
I am beginning to think that everyone in the aviation industry is absolutely insane. 
