Wow. Salamat ha. They replied five days after. Talk about initiative and consumer concern.
Dear Ms. Tan,
Thank you for your email last September 4, 2006 regarding the ticket you purchased online.
We sincerely apologize for all the inconvenience and recognize your frustration. It is dissapointing to note that you were not notified in advance of the cancellation. Our general procedure when a card is declined is to advise the customer of the situation and state their options. Additionally, let me take this opportunity to explain our procedure for online reservations, a customer goes through the following steps:
a) Search for a flight
b) Select desired schedule
c) Accept the terms and conditions of the fare
d) Indicated travel preferences
e) Supply billing and delivery information
After the process above, the customer is given confirmation number for the reservation. As noted in the page, an Electronic Ticket and Trip Summary (TSR) receipt will be issued for the flight. This will be be sent by email.
We regret the confusion with regards to the difference between the itinerary confirmation and an E-ticket. The document you held was only a confirmation of the reservation as it did not indicate your e-ticket number information. As noted in the web page under delivery details, Northwest Airlines will be sending a separate E-Ticket Trip Summary and Receipt. It was highly unfortunate that you were not able to call our reservations office when the E-ticket was not delivered within 24 hours.
Our service levels and reliability suffered in this situation. Feedback like yours assist us strive continually to improve our reservation process and customer experience. To this end, your concerns have been forwarded to the responsible management staff so improvements can be made.
Ms. Tan, we value you as our client. As a concrete manifestation of our concern and gesture of our goodwill, we would like to offer you a USD$200 Transportation Credit Voucher which you can use on your next flight. This entitles you to a discount off the purchase of a qualifying published ticket for roundtrip travel solely on Northwest Airlines, KLM, Continental, Mesaba, Express I and other designated airline flights. We will deliver the said voucher to the address we have on file at Ogilvy 15th Floor Philamlife Tower 8767 Paseo De Roxas Makati City 1200, Philippines.
We appreciate the opportunity to review this matter with you and hope to see you onboard Northwest Airlines soon.
And my response:
I'm sorry but I have to decline your offer of a Transportation Credit Voucher.
First of all, the 'Purchase Confirmation' email I received from NWA Reservations confirms the purchase I made. And, I quote, "If E-Tickets are available for your flight, you will receive an E-Ticket Trip Summary and Receipt (TSR) by email. If the E-Ticket option is not available, you will receive paper tickets by mail. If you do not receive your TSR before you depart you can print and carry a copy of your itinerary available in the "My Itineraries" section in Online Reservations." I was able to print out 'My Itineraries' which proves that the transaction was made. And I had this document with me when I went to the airport on September 2.
I am also no stranger to online transactions, having been a customer of various online retailers such as Amazon.com. Normally when the credit card is invalid, a prompt automatically informs the consumer that this is so. My experience with the NWA online facility did not reflect this at all. Therefore, you cannot simply illustrate your procedure just like that, because there was neglect on your part. And I quote, "Our general procedure when a card is declined is to advise the customer of the situation and state their options."
I am severely disappointed with how my complaint was handled, much less how you intend to compensate me. I feel insulted. I have already spoken to my lawyer and we will take legal action against NWA for proper indemnification. I am also bringing this case to various consumer groups and PR firms to document what has happened.
Fuming at my desk. 630 PM.