"Customers First" - Customer Service Commitments

Northwest Airlines will:

1. Offer you the lowest fare available for which you are eligible for the date, flight and class of service you request when you call Northwest's telephone reservation line, or book travel and/or purchase a ticket at a Northwest airport.
2. Notify you in a timely manner at the airport and on board an affected aircraft of known delays, cancellations and diversions. And will offer you a clear and concise statement of our policies for how we will accommodate you if you are delayed.
3. Make every reasonable effort to return lost checked luggage within 24 hours and will attempt to contact any customer whose unclaimed, checked luggage contains a name and address or phone number.
4. Offer liability limit for luggage on domestic flights of $3,300.
5. Allow you to cancel a reservation without penalty through midnight the next day to give you an opportunity to check for lower fares through other distribution systems such as travel agents or the Internet. Note: Midnight the next day is defined as midnight in the first city of the itinerary. Passenger is scheduled to depart from San Diego. The customer has until midnight Pacific time the next day to cancel.
6. Issue refunds for eligible tickets within 7 days for credit card purchases and 20 days for cash purchases.
7. Properly accommodate customers with disabilities and special needs, and will disclose our policies and procedures for handling special needs customers, such as Unaccompanied Minors and customers with disabilities.
8. Meet your essential needs during long delays, and will make every reasonable effort to provide for food, water, restroom facilities and access to medical treatment for customers aboard an aircraft that is on the ground for an extended period of time.
9. Handle "bumped" customers with fairness and consistency. And will disclose to you, upon request at the time of ticketing, whether the flight on which you are ticketed is overbooked.
10. Disclose travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration by disclosing to you:
    • At the time you make your reservation, any change of aircraft on a single flight with the same flight number,
    • Cancellation policies involving failures to use each flight segment coupon,
    • Rules, restrictions and an annual report on Northwest's WorldPerks frequent flyer program redemption,
    • Upon request, information regarding aircraft configuration, including seat size and pitch.
11. Ensure our codeshare partners make a commitment to provide consumer plans and policies comparable to the Northwest Customers First standards.
12. Ensure that you receive a response to your written complaints within 60 days of their receipt by our Customer Care department.

These 12 commitments have been incorporated into NWA's Contract of Carriage.

Purchase tickets online at www.nwa.com, call Northwest Airlines at 1-800-225-2525 (TTY 1-800-328-2298) or call your travel agent.