Commitment - Handle "bumped" passengers with fairness and consistency

Disclose Overbooking

Upon request, Northwest Reservations Agents, Airport Ticket Office Agents and City Ticket Office Agents will advise whether or not a flight is overbooked.

Northwest's computer reservations system will be programmed to return a YES/NO answer based on entire aircraft capacity. In cases when the flight is overbooked, the agent will respond:

"At this time this flight is overbooked, however, Northwest very rarely has to refuse boarding to passengers because of overbooking and you should not have a problem obtaining a seat."

Check-in Requirements

In order to allow for an on-time departure, Northwest Airlines, like all other airlines, has established certain minimum time requirements for check-in prior to departure. They are as follows:

Failure to check in prior to the indicated times will result in a customer's reservation and preassigned seat being canceled and, in the event of an oversold flight, may prevent them from being accommodated on that flight

Denied Boarding Procedures - Voluntary

A certain percentage of customers with reservations do not show up for their flight. Therefore, in an effort to accommodate as many customers as possible, Northwest is, as are all airlines, permitted to sell more seats than are available on the flight.

As a result, there are times when more customers hold confirmed reservations and tickets on a flight than there are seats available on that flight. When this happens, Northwest will request customers to voluntarily relinquish their confirmed reserved space. For their inconvenience, Northwest will provide these volunteers with a seat on the next available flight and a Travel Credit Voucher for future travel in an amount determined by NWA.

Travel on Northwest flights, Northwest Airlink flights operated by Mesaba and Pinnacle, and Northwest designated (code share) flights operated by Continental are permitted.

Denied Boarding Procedures - Involuntary

If there are not enough volunteers willing to relinquish their seats, Northwest may have to deny boarding to some customers. The procedure used to deny boarding in this situation is in reverse order of the time of check-in for passengers who were not holding a seat assignment. In these rare cases, NWA will accommodate the customer on another flight, provide them with a Service Recovery Packet and provide them with compensation as outlined by the US Department of Transportation, per the following tables:

Domestic Travel

If the scheduled arrival time on the re-accommodated flight at the destination, compared to the scheduled arrival time on the original flight, is later by:

International Travel

If the scheduled arrival on the re-accommodated flight at the destination, compared to the scheduled arrival time on the original flight is later by:

Denied Boarding Procedures - Involuntary (cont.)

Customer Service personnel are instructed to avoid involuntarily denying boarding to passengers whenever possible.

In no case shall any customer be entitled to any damages (actual, compensatory, or punitive) for denied boarding.

Full details are published, and can be obtained, upon request in Northwest's Domestic General Rule Tariff No. DGR-1.

The "Statement of Denied Boarding" will be republished in a customer friendly format along with the denied boarding guidelines (check-in time limits, etc.) in the Northwest Airlines Customer Guide.

Training

• All Ground Operations management employees received a briefing on the Customers First Service Plan and on their responsibilities to ensure its successful implementation at an all-managers conference in September 1999.
• All Customer Service Agents received a 4-6 hour Customers First training program in the fall of 1999 (completed December 15, 1999.)

Specifics of the Customers First training program include:

• Technical aspects of performing the job
• Customer Service Skills
• Understanding service standards and expectations

Customers First training is incorporated into Reservation Sales Agent Initial Training to ensure continuity of service standards.

• Northwest conducts 2-hour classroom training sessions for all Reservations Agents and supervisors to discuss the Customers First initiative. Agents learn about the company's action plan and the initiatives specific to Reservations.
• Northwest updated the Reservations Agent new hire training manual to explain the overbooking status guidelines.
• Northwest Reservations conducts awareness through memos, handouts, posters and incentives to reinforce the new Customers First concepts.

Measurement

• NWA internal audits to track Reservations Agents' compliance with the Customers First initiatives.

Internal Audit: Each month, Northwest coaching supervisors listen to each Reservation Agent to assess the quality and accuracy of their interaction with customers. To facilitate the call review, the supervisors use a standard "Call Review Form." Following each monthly call review cycle, the supervisor holds a one-on-one coaching session with each agent. The calls are discussed and agents are coached for improvement.

As the Customers First initiatives are implemented, Northwest will amend the Call Review Form to incorporate the specific Customers First elements and will train the supervisors to listen for the Customers First areas on every call review. The results will be reviewed monthly and training/coaching adjusted accordingly.

• Northwest will monitor customer complaints received through the Department of Transportation and Northwest Customer Relations.
• Audits by NWA Customer Service Quality Assurance Auditors.
• New Service Recovery Survey Cards will be distributed via Northwest Airlines Service Recovery First Packets and/or Customer Relations.

Commitment #10: Disclose Travel Itinerary, Cancellation Policies, Frequent Flyer Rules and Aircraft Configuration